Sprinklr Launches Definitive Benchmarking Report On Social Media Customer Care
Sprinklr (NYSE: CXM) has released its first Social Customer Care Benchmarking Report, analyzing over 2 billion public messages from 13,000 brands. The report offers insights into managing social customer care using three core metrics: consumer appeal, brand responsiveness, and attention to customers. Key findings include that top tech brands post nearly 2x more on social media, while financial services leaders respond to 14x more messages. The methodology includes a year-long analysis of brands across multiple industries, showcasing benchmarks for businesses to evaluate their social care performance.
- Launch of the first Social Customer Care Benchmarking Report to guide businesses.
- Analysis of over 2 billion public messages increasing the credibility and relevance of findings.
- Best practices identified for improving customer care on social media, beneficial for marketing strategies.
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Proprietary analysis of more than 2 billion public messages from 13,000 organizations will help marketers evaluate social care maturity and compare strategies utilized by best-in-class brands.
The first social customer care benchmarking report from
“The ability to analyze messages at scale - more than 2 billion - allows us to create the definitive benchmarking report on social customer care,” said Sprinklr Founder and CEO,
Some key best practices highlighted in the report include:
- Post regularly to show you’re available. Top technology brands post nearly 2x on Facebook and Twitter compared to other tech brands, while top food and beverage brands post 5x as many tweets as other companies in the sector.
- Increase engagement to enable a strong foundation for care. Leading financial services brands reply to 14x as many messages as other financial services companies, while the top retail brands built their followings by replying to nearly 4x as many messages as other retail brands.
- Provide 24/7, fast care. Top entertainment and media brands take less than 45 minutes to respond to customer inquiries on social media, while top financial services brands respond in two hours or less.
- Focus on addressable public messages. Entertainment and media brands have over 17x as many inbound messages as other industries on Facebook. Rather than sifting through masses of mentions, leading entertainment and media brands focus on responding to high-priority addressable messages.
“We see two things happen when growing companies create a unified customer care strategy across social media and traditional communication channels – customer happiness goes up and cost goes down,” said
Click here to download the full report: The Sprinklr Social Customer Care Benchmarking Report.
Methodology
The Social Customer Care Benchmarking Report: 2022 Industry Leaders is a proprietary and independent analysis for businesses to compare their own social media-based customer support against industry peers. The report was developed using Sprinklr’s leading
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