Using Social Media for Customer Service

Once used exclusively for internet marketing, social media platforms like Twitter are increasingly being used for customer service. So how are big brands (who receive thousands of mentions and messages daily on social media) handling customer service questions? More specifically: what do they respond to, how quickly, and how well? Analyst Ashley Verrill from Software Advice pitted the nation’s top brands against each other in a test of social customer service rigor. The results were so compelling, HP actually invited her to speak about it during their annual summit in March. The following is an infographic on her findings.