Top eTailers' Social Customer Service Performance, July 2013 [TABLE]
81% of the US’ top 100 online retailers (selected from the Internet Retailer 2013 Top 500 Guide) are responding to customers on Twitter, and 80% are similarly responding on Facebook, according to a study from Conversocial. The study also finds that half of the retailers are fully resolving customer service issues within these platforms rather than directing customers to other channels, but that response times are still slow. In fact, the average response time on Twitter was 11 hours and 15 minutes.
Surprisingly (depressingly?), that’s better than most brands are doing on Facebook, according to recent Socialbakers research that found the average response time to be almost a full day in Q1. But, Socialbakers also found that response times on Twitter tend to be faster, averaging out at more than 6-and-a-half hours in Q1.
(It’s worth noting that the list of top 100 brands used by Conversocial is not the same as the Internet Retail Top 100. In some instances, Conversocial opted to add or remove brands with or without a significant social media presence. The full list of retailers is available in the report.) Read the rest at MarketingCharts.