Customer interaction skyrockets as retailers embrace Twitter

New research carried out by the guys at MICROS has revealed that last year saw an impressive 50.2% of UK digital retailers respond to direct tweets from curious social media users, a 3.2% increase on 2012 and 37.9% increase on 2011.

The Multi-channel Retail Delivery Report 2014 also revealed that four out of ten customer service emails were answered on the same day of enquiry in 2013, a massive jump from the 12% answered in 2012, as companies begin to increasingly recognise the benefits of fine-tuning their digital customer service protocol.

By integrating social media into their customer service strategies, brands and companies looking to enhance online engagement can communicate directly with consumers in an extremely cost-effective way, solving problems quickly whilst highlighting their desire to embrace new digital trends.

The 64.3% increase in average revenues per Twitter visitor between Q4 2012 and Q4 2013 might have something to do with the growing number of retailers flocking to the social media site to communicate directly with potential consumers, as companies from all sectors continue to reap the rewards of the digital marketing revolution.