Digital Marketing Researches & Reports

Social Customer Service, 2016 | Spredfast

Social Media Insights | Global

Most brands are aware of the importance of responding to their customers in a timely manner, as technology advances, consumers are becoming less and less patient. Most consumers expect an immediate response from a brand when something goes awry, and to get those responses, an increasing number are turning to social. Most brands have a general sense of the age and gender of their followers, through Thanks to Facebook Insights and Twitter Analytics.

Via collecting all tweets – 2 million total tweets- from 20 brands including leading brands from tech, electronics, airlines, grocery and retail companies, the brands can have a general sense of the age and gender, also demographics of their followers.

Take a glance at the mentioned brands via social media insights:

  • For example, Fast food restaurant company called Taco Bell’s:
    – Taco Bell’s Twitter audience is 51% female, yet the majority of those tweeting at –mention- Taco Bell are men (57%).
    – & Because Taco Bell audience is comprised mostly of millennials, Taco Bell invested in an emoji- engine to respond to customers based on the emoji used in each incoming tweet.
  • Women, for example, are more likely to tweet positive comments, while men are more likely to tweet complaints.
  • Tweets from customers mentioning @Amazon For example, the search tells that most tweets come from English-speaking regions such as the US and UK.
  • Entertainment, financial, and automotive brands typically receive more messages on weekends, while tech brands receive the most engagement in the middle of the week.
  • Electronics Company can expect the majority of incoming messages to come from men 35 and under.
  • Airlines responded to 85% of brand mentions, while tech companies responded to only 5%.
  • Both electronics brands and grocers responded to roughly half, while retail responded to 22%.
Brands Mentioned by Gender and Age.

A Figure Shows Brands Mentioned by Gender and Age.

Spredfast + Lithium Technologies

Spredfast + Lithium Technologies is transforming the way companies connect with consumers. Spredfast + Lithium Technologies is the leading digital customer engagement platform for global enterprises. Based in Austin, Texas, and with offices all over the globe, they tirelessly pursue innovation that helps enterprises engage with their customers online. Spredfast works with over 800 global brands, media companies, and agencies and provides branded communities, social media marketing and customer care through their award-winning platform.

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