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  • How Fast Do You Respond to Your Customers on Twitter? [Infographic]

    Are you fast when it comes to responding to your customers? Or just cheap? (Image source)

    How ’bout now? How ’bout now? How ’bout now?

    Annoying right? Sounds like your kids constantly bugging you about when you’ll arrive at Disneyland.

    Your customers are a lot like that when they have a problem, and more and more are turning to live update services Iike Twitter to see exactly is going on. This happens when they have a general question or complaint (people like to air their grievances) and more crucially if your online product goes down and they need a status update.

    The speed with which you respond is a major factor in the perception people have of your brand (customers and non-customers alike).

    Answer quickly and you achieve two things:

    1. You can publicly fix someone’s problem (or at least let the know you are on the case) which more often than not turns a negative comment into a positive live discussion thread.
    2. Show people that you are real and attentive to their needs

    Keeping a real-time search for your brand name open in Twitter is a great way to be a rapid responder, but is everyone doing this? Or a they not even bothering at all?

    In the infographic below, some big brands are analyzed for their ability to get back to their customers or fans – and the results range from great to completely shocking.

    Before you take a look at it, here are the highlights (and lowlights) of what are probably some of your favorite brand names.

    Brand Response Time (HH:MM)
    The Gunslingers Pepsi 00:19
    Mastercard 00:34
    Home Depot 01:02
    The Snails McDonalds 34:47
    Hewlett Packard 28:53
    Coca Cola 16:42
    The Smug Starbucks No Response
    Visa No Response
    Apple No Response
    Walmart No Response

    The Great Social Customer Service Race

    Infographic by Software Advice – Click for full size image.

    Read more details about this study.

    — Oli Gardner


    Share these Twitter response rates and average response times with your followers. And don’t worry, you can change the tweet text before it goes out.

    • McDonald’s average Twitter response rate was 34 hours and 47 minutes
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    • Coca-Colas Twitter response rate was 30%, whereas Pepsi’s was 15%
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    • Starbucks, Visa, Walmart & Apple did not respinse to any of the 280 Tweets sent their way
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    • Bank of America had the highest response rate at 35%
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    • Gillette’s average Twitter response rate was 34 hrs 47 min; Colgate’s was 9 hours and 42 min
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    About Oli Gardner
    Unbounce co-founder Oli Gardner has seen more landing pages than anyone on the planet. But January 2018 is NOT about landing pages. We are doing a blog takeover to explore going from one to many products. We're doing this to increase awareness of our 2 new products (Popups & Sticky Bars), and to take a transparent journey of discovery to become better marketers. By writing 30 posts in 30 days – all about product awareness – I’ll be lifting the lid on Unbounce adoption and churn metrics, and sharing innovative tips and strategies to help us all become better at marketing our products. Read post 1 of 30 in the Product Awareness Month blog takeover Check out the full month's calendar of 30 product awareness posts.
    » More blog posts by Oli Gardner