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Ashley Verrill, CRM market analyst with Software Advice conducted “The Great Social Customer Service Race.” The race was created to evaluate how efficiently the nation’s top 14 brands across seven industries provided customer support on Twitter. The evaluations are based on the response time and the percent of total tweets that received a reply.
Snapshot of the results:
Are you monitoring your brand with an @ symbol and without? How quickly are you responding to your customer’s tweets?