Martin Beck says, “Complaining about poor service on social media might be the new national pastime. But most brands are still doing a poor job of responding to consumer complaints, especially on Twitter, where most of the action is taking place.

According to Social Bakers, brands answered fewer than 30 percent of the seven million questions asked of them on Twitter in the second quarter of 2015. Brands are doing much better on Facebook, answering 76 percent of the 1.5 million questions posted on their Facebook Pages in Q2.

Facebook is pushing its advantage with new tools for Pages, announcing this week that admins will be able to respond to comments privately.

Now Twitter is making a move of its own. Today, the company released a 122-page “customer service playbook.” The guide, Twitter said, will help businesses improve their customer service efficiency by taking advantage of the quick and personal nature of the medium“.

Twitter Publishes 122-Page Customer Service Playbook For Brands

Marketing Land

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