Sprinklr and Twitter Deliver the 2021 Customer Care Report
Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the past year, the report identifies the best practices shared across industries for customer support on Twitter. Sprinklrs analysis found a 15 percent increase in customer care inquiries on Twitter from March to June 2020 during the global coronavirus pandemic. This is a system for scoring and ranking brands based on seven weighted indicators of Twitter care performance, including response rate and volume of brand replies.