According to research from ContactBabel, 53% of US businesses claim to offer social media as a customer service channel. However, the level of service being offered varies across brands and industries. While many reports have chosen to focus on metrics such as response time, this is only one aspect of the customer experience.
Brands that don’t resolve issues within Twitter ask customers to repeat themselves to a different agent and in a channel they did not choose. Conversocial evaluated 40,000 Tweets over a one week period to determine which companies and industries resolve customer issues within Twitter, as well as common issues that brands deflect away from social and on to channels such as email or telephone. Several industry verticals are highlighted in the report, specifically retailers, airlines, telecoms, finance and restaurants.