<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=822753331186041&amp;ev=PageView&amp;noscript=1">
  • Twitter Profile for Conversocial Social Customer Care Solutions for Business
  • LinkedIn Profile for Conversocial Social Customer Care Solutions for Business

Trending at Conversocial

Only 15% of Los Angeles retailers resolving customer issues through Twitter

By Kimberly McNally on Aug 27, 2013, 12:52:00 PM

Last week we released our Twitter Customer Service Report of Los Angeles retailers at a private dinner at Gladstone’s restaurant in Malibu. Similar to our recent Twitter Customer Service Report of California Retailers and Social Customer Service Performance Report of 100 Top Internet Retailers, weanalyzed factors such as time to respond, responsiveness to customers, use of a social media management systems, and whether companies were resolving issues in-channel or redirecting customers to email or phone.

The Los Angeles report used a star rating system like the previous reports, basing its ratings on factors such as response time, responsiveness to customers, use of social media management systems, and whether companies were resolving issues in-channel or redirecting customers to email or phone.

The findings of the report followed trends from our previous research. This time around, the highest score was 3.5 stars, with none of the retailers in the report receiving 5 stars. The average number of stars received (2.1) was similar to the national (2.13) and the California average (1.99).  Additionally, while all of the brands in the most recent report responded to customer Tweets in some capacity, only 15% were resolving individual service issues through Twitter - compared to 50% of the 100 Top Internet Retailers surveyed in June.

The rest of the Los Angeles retailers were answering simple FAQ questions but not resolving more detailed customer queries and/or directing customers to other channels. The average response time across all companies - 11 hours 23 minutes - was much slower than most customers expect (according to a recent survey by Edison Research, 42% of consumers complaining via social media expect a response within 60 minutes).

Consumers increasingly expect real and rapid social customer service. Platforms like Twitter are real-time, and responding slowly to customer issues - or not resolving them at all - upsets your customers in the most public sphere possible. How people communicate with each other, and with brands, is changing more rapidly than ever before - and it’s essential that companies embrace social as a key communication channel with their customers, not just a marketing platform.               

Click Here to Download the Report

Companies included:

  1. Beachbody 

  2. JustFab

  3. Lamps Plus

  4. Dollar Shave Club

  5. MeUndies

  6. ShoeDazzle.com

  7. 7 for All Mankind

  8. Disney Store

  9. Ties.com

  10. OUYA

  11. Sena Cases

  12. Club W

  13. Hot Topic

  14. HauteLook

  15. Lacoste

  16. 20Jeans

  17. GameFly

  18. Nasty Gal

  19. Skechers

  20. Sole Society

  21. Michael Stars

  22. Splendid

  23. K-Swiss

  24. Unique USA

  25. Modnique

  26. Bebe

  27. The California Wine Club

  28. Speedo USA

  29. Mattel

  30. Planet Blue

  31. Guess

  32. Niner Bikes

  33. Urban Decay Cosmetics

  34. Wet Seal

  35. Naked Juice

  36. Lucky Brand Jeans

  37. Tadashi Shoji

  38. BCBG

  39. Tilly’s

  40. AMI Clubwear

Topics: Customer Service

More in Customer Service

Post

By Harry Rollason
Apr 20, 2018, 9:41:59 AM

Post

By Seleah Gardiner
Apr 17, 2018, 5:02:58 AM

Post

By Jason Valdina
Mar 28, 2018, 4:57:16 PM

Join The Conversation!