Top 10 Brands Rocking Customer Service on Twitter

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In our latest study, we took a look at the Interbrand 100 companies in the world, and how their customer service activity stacks up on Twitter.

These 10 brands have the strongest customer service brand performance from the entire study. Lets dive a little deeper into the strategies that makes them great.

Comparing The Best Of The Best

Top 10 Brands Rocking Customer Service From Our Twitter Study

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The 10 Most Engaging Brands from Our Twitter Study

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No. 1: @NikeSupport

Average Response Time (Hours): 10.2 Average Response Rate: 0.70

Total Sent Tweets: 21,522*Stats from January 2014

Out of all the impressive brands in the top 10, @NikeSupport offered followers the highest level of service. Why? Because they own up to problems immediately and indicate that they’re working towards a solution, and because they have such a high response rate, which makes customers feel heard.

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No. 2: @NokiaHelps

Average Response Time (Hours):3.6Average Response Rate: 0.70

Total Sent Tweets: 9,750*Stats from January 2014

Nokia has built its customer service Twitter handle as a forum for consulting with “technical experts” who tweet back and forth with you until your problem has been resolved. Nokia’s seen great success by taking this traditional phone customer service model to Twitter with top industry response time and response rate.

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No. 3: @MicrosoftHelps

Average Response Time (Hours):0.50Average Response Rate: 0.64

Total Sent Tweets: 7,937*Stats from January 2014

Microsoft’s customer service handle does a great job of being proactive, finding negative feedback about their products on Twitter and reaching out to those customers to see how they can help. A killer average response time and rate don’t hurt, either.

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No. 4: @UPSHelp

Average Response Time (Hours):1.47Average Response Rate: 0.47

Total Sent Tweets: 9,771*Stats from January 2014

UPS drives customer service success on Twitter by actively seeking out negative reviews and trying to turn them around (à la Microsoft), and also directing tweeters towards its customer service email address for the more in-depth interactions often necessary for package tracking.

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No. 5: @AskAmex

Average Response Time (Hours): 3.8

Average Response Rate: 0.46

Total Sent Tweets: 6,675*Stats from January 2014

One of American Express’s successful customer service tactics is greeting Twitter to indicate availability, and saying goodnight or goodbye to indicate that their handle won’t be doing any more responding until the next business day. Keeping the customer in the scheduling loop helps prevent frustration and lowers response times.

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No. 6: @SamsungSupport

Average Response Time(Hours): 5.2

Average Response Rate: 0.60

Total Sent Tweets: 4,964*Stats from January 2014

Samsung takes a holistic approach to its customer service efforts on Twitter, building audience engagement and heading questions off at the pass by showcasing product capabilities and linking to how-to’s on its site, while also offering direct access to its Social Media Support Team during business hours.

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No. 7: @AmazonHelp

Average Response Time(Hours): 1.1Average Response Rate: 0.54

Total Sent Tweets: 5,886*Stats from January 2014

@AmazonHelp responds to positive mentions as well as negative mentions, which is a great way to foster a feed that doesn’t only showcase problems and customer displeasure. Reminding the world that your brand isn’t always in the wrong (and is made up of human beings who care about customer experience) is good publicity and might even tame an unhappy customer’s ire.

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No. 8: @DellCares

Average Response Time (Hours): 15

Average Response Rate: 0.40

Total Sent Tweets: 3,535*Stats from January 2014

Dell’s advantage is that they can often give detailed advice on how to get their products up and running again directly from Twitter. When a more hands-on approach is necessary, customers are directed towards DM to provide sensitive information.

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No. 9: @AdobeCare

Average Response Time (Hours):3.3 Average Response Rate: 0.52

Total Sent Tweets: 3,192*Stats from January 2014

Adobe uses its customer service handle to answer complaints and questions, and also to alert users about software updates and outages—a perfect example of how a customer service handle sees success by becoming a source of information as well as problem resolution.

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No. 10: @HSBC_UK_Help

Average Response Time (Hours): 0.38Average Response Rate: 0.65Total Tweets: 2,726*Stats from January 2014

HSBC uses American Express’s tactic of letting folks know when they’re available and when they’re heading home, with the personal touch of customer service associates introducing themselves by name when they sign on.

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For more, check out our full Twitter study.

These 10 brands do an handle customer service on Twitter better than almost anyone.

Click here to learn more about winning customer service strategies by downloading our free customer service study.

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find us on Twitter at @SimplyMeasured.