Welcome!

News Feed Item

Socialbakers Reveals the Most "Socially Devoted" Global Brands of Q4 2013

Research Shows Twitter is Now the Leading Platform for Inbound Customer Requests

NEW YORK, January 22, 2014 /PRNewswire/ --

Socialbakers, a worldwide leader in social media analytics, today announced the Socially Devoted rankings for the last quarter of 2013. The quarterly study looks at how well companies are responding to inbound requests made over Facebook and Twitter and sets benchmarks against the top brands, industries, and countries around the world.

     (Photo: http://photos.prnewswire.com/prnh/20140122/666417-INFO )

The report offers the surprising finding that over half of all social customer care queries are now directed at Twitter. However, Facebook queries still maintain a higher response rate. This indicates that customers are growing more and more comfortable using social media channels to interact with brands.

"It's clear that companies across the board-especially those in service-based industries-are investing more in real-time customer care," said Jan Rezab, CEO of Socialbakers. "Airline brands such as KLM are setting an example for other service-based industries to follow suit."

In addition to shorter response times, brands across all industries are increasing their response rates as well, while the number of inbound requests grows. Key findings from the Q4 2013 Socially Devoted report from Socialbakers include:

  • 59 percent of all inbound customer requests via social channels are made via Twitter, as compared to 49 percent via Facebook.
  • Brands overall are responding 12 percent faster to fan questions over Facebook and Twitter, as compared to Q3 2013.
  • The airline industry has the highest response rate on both Facebook and Twitter; airlines respond to 76 percent of all in-bound questions on Facebook and 56 percent of those on Twitter.
  • The telecom industry receives the highest number of questions across both channels, with 426,451 questions over Facebook and 523,825 over Twitter during Q3.

You can download the infographic of the Q4 2013 Socially Devoted results here

Methodology

Brands across the web which respond to at least 65 percent of questions submitted to them by users on Facebook qualify for inclusion in the list of Socially Devoted. Among those, to determine the final rankings, the real number of questions ignored is subtracted from the real number of questions answered for each brand. Questions are identified by a question mark at the end of the sentence.

About Socialbakers

Socialbakers is the leading provider of social media analytics, providing the only global solution that allows brands to measure, compare, and contrast the success of their social media campaigns with any industry, in any country and against any brand.

Since 2009, Socialbakers has continuously developed innovative tools for companies to measure and maximize the effectiveness of their social marketing campaigns across all major social networks. With over 2000 clients in over 100 countries serviced by over 250 employees located in 10 offices worldwide, Socialbakers is both the world's largest and fastest growing social media analytics and optimization company.

For more information contact:

Alexandra Banks
Global PR Director
Socialbakers
Tel: +44(0)7876408400
Email: [email protected]

 

SOURCE Socialbakers

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"We are an all-flash array storage provider but our focus has been on VM-aware storage specifically for virtualized applications," stated Dhiraj Sehgal of Tintri in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Choosing the right cloud for your workloads is a balancing act that can cost your organization time, money and aggravation - unless you get it right the first time. Economics, speed, performance, accessibility, administrative needs and security all play a vital role in dictating your approach to the cloud. Without knowing the right questions to ask, you could wind up paying for capacity you'll never need or underestimating the resources required to run your applications.
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
WebRTC is about the data channel as much as about video and audio conferencing. However, basically all commercial WebRTC applications have been built with a focus on audio and video. The handling of “data” has been limited to text chat and file download – all other data sharing seems to end with screensharing. What is holding back a more intensive use of peer-to-peer data? In her session at @ThingsExpo, Dr Silvia Pfeiffer, WebRTC Applications Team Lead at National ICT Australia, looked at differ...
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle. In his session at 18th Cloud Expo, ...
Security, data privacy, reliability and regulatory compliance are critical factors when evaluating whether to move business applications from in-house client hosted environments to a cloud platform. In her session at 18th Cloud Expo, Vandana Viswanathan, Associate Director at Cognizant, In this session, will provide an orientation to the five stages required to implement a cloud hosted solution validation strategy.
The security needs of IoT environments require a strong, proven approach to maintain security, trust and privacy in their ecosystem. Assurance and protection of device identity, secure data encryption and authentication are the key security challenges organizations are trying to address when integrating IoT devices. This holds true for IoT applications in a wide range of industries, for example, healthcare, consumer devices, and manufacturing. In his session at @ThingsExpo, Lancen LaChance, vic...
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
With all the incredible momentum behind the Internet of Things (IoT) industry, it is easy to forget that not a single CEO wakes up and wonders if “my IoT is broken.” What they wonder is if they are making the right decisions to do all they can to increase revenue, decrease costs, and improve customer experience – effectively the same challenges they have always had in growing their business. The exciting thing about the IoT industry is now these decisions can be better, faster, and smarter. Now ...
"Splunk basically takes machine data and we make it usable, valuable and accessible for everyone. The way that plays in DevOps is - we need to make data-driven decisions to delivering applications," explained Andi Mann, Chief Technology Advocate at Splunk and @DevOpsSummit Conference Chair, in this SYS-CON.tv interview at @DevOpsSummit at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Security, data privacy, reliability, and regulatory compliance are critical factors when evaluating whether to move business applications from in-house, client-hosted environments to a cloud platform. Quality assurance plays a vital role in ensuring that the appropriate level of risk assessment, verification, and validation takes place to ensure business continuity during the migration to a new cloud platform.
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
In his session at @DevOpsSummit at 19th Cloud Expo, Robert Doyle, lead architect at eCube Systems, will examine the issues and need for an agile infrastructure and show the advantages of capturing developer knowledge in an exportable file for migration into production. He will introduce the use of NXTmonitor, a next-generation DevOps tool that captures application environments, dependencies and start/stop procedures in a portable configuration file with an easy-to-use GUI. In addition to captur...
Who are you? How do you introduce yourself? Do you use a name, or do you greet a friend by the last four digits of his social security number? Assuming you don’t, why are we content to associate our identity with 10 random digits assigned by our phone company? Identity is an issue that affects everyone, but as individuals we don’t spend a lot of time thinking about it. In his session at @ThingsExpo, Ben Klang, Founder & President of Mojo Lingo, discussed the impact of technology on identity. Sho...
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.