How Customer Service Leaders Behave
Posted: Sun Jan 19, 2025 8:18 am
To determine best practices, the analysis relied on a new, robust measure of customer service quality on Twitter: the Sprinklr Care Score . This is a system for rating and ranking brands based on seven performance indicators of customer service on Twitter, including a brand’s response rate and response volume.
According to the report, companies with the highest customer service scores demonstrate the following behaviors:
Exceeding expectations
Top brands respond to 8x more tweets than other brands. They also india business email database receive 10x more mentions on Twitter, as customers know they will answer their questions.
They respond quickly
Major brands respond 3 times faster than other brands on Twitter. Airlines are the fastest to respond to their customers.
They take responsibility for mistakes
78% of retail brands that excel at customer service take ownership of customer issues to gain their trust .
According to the report, companies with the highest customer service scores demonstrate the following behaviors:
Exceeding expectations
Top brands respond to 8x more tweets than other brands. They also india business email database receive 10x more mentions on Twitter, as customers know they will answer their questions.
They respond quickly
Major brands respond 3 times faster than other brands on Twitter. Airlines are the fastest to respond to their customers.
They take responsibility for mistakes
78% of retail brands that excel at customer service take ownership of customer issues to gain their trust .