For many, companies using Twitter to interact with customers might seem like a given; there are more than 500 million users engaging in a public forum.
It would seem that most companies should be active, or at the very least, actively monitoring Twitter for Tweets to and about their brand. Many people are trying to use Twitter to engage with brands – 48% of Tweets sent to companies are customer service questions – many companies are still not taking advantage of this opportunity to build a positive brand. In fact, only 13% of complaints sent to the top 100 retail brands in the US even received a response.
Following infographic illustrates how customers are using Twitter, and the kind of responses they are getting from companies.
Image originally posted on Zengage, The Zendesk Blog
