Customer service on Twitter can make businesses seem more trustworthy, just as it does on Facebook. According to Twitter, 83% of Twitter users who tweeted a company – and received a response – felt better about the company and were more likely to do business with them.
Although Twitter isn’t the most popular social media channel, it’s still commonly used for customer service. According to Forrester, 31% of customers report reaching out to a company via Twitter.
However, surprisingly enough, only 3% of tweets about customer service issues call out the company’s username with the @ symbol, making it incredibly difficult to meet customer response time expectations. According to Lithium, 78% of customers who complain to a brand on Twitter expect a response within an hour.
Using Twitter to contact businesses
#Twitter
31%
Twitter response time expectations
78%
of customers who complain to a brand on Twitter expect a response within an hour.
Lithium
Customers don’t tag businesses when they complain about them
#CustomerServiceIssues
3%
of tweets about customer service issues call out the company’s username with the @ symbol.
MarketingLand
Customers feel better about companies that reply to tweets
83%
of Twitter users who sent a tweet to a company – and received a response – felt better about the company and were more likely to do business with them.
Customer service statistics 
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Social media service statistics 