The Socially Devoted study from Socialbakers shows that more than half of all social customer requests are now asked via Twitter. Facebook inquiries still have a higher response rate. This indicates that customers are growing more and more comfortable using social media channels to interact with brands.
59% of all inbound customer requests via social channels are made via Twitter, as compared to 49% via Facebook.
Brands overall are responding 12% faster to fan questions over Facebook and Twitter, as compared to Q3 2013.
Are you using social media to respond to your customer requests?
