You Have to Wait Longer for a Reponse on Twitter
It´s taking longer for brands to respond to the questions they receive on Twitter. As you can see in the infographic below, it took them 5.6 hours in Q2, 5.1 in Q3, and towards the end of the year, it took them an average 6 hours to respond. One explanation for this is the increasing number of questions that are posted onto Twitter. Now that brands are more aware of the importance of customer care through social media, they may want to consider investing the resources to match the demand!