Insights by Sprinklr
From AM to DM: X customer care in a 24/7 world
X is what’s happening and where people go to talk to brands at all hours of the day for customer care needs. Every inquiry is an opportunity to shape customer opinions and build relationships.
This report dives into customer care best practices across industries and explores how they generate value for both brands and customers alike.
To see the full report, click the link below. To explore individual chapters, keep scrolling.
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Methodology
How did we create this report?
X Official Partner Sprinklr analyzed nearly half a billion posts from 1,226 global handles to evaluate which best practices really matter for brands.
436 M
brand mentions
13.1 M
brand Posts
8.96 M
brand replies
We created a care score to measure brand performance on X and identified the brands who scored in the top 25%.
By examining how these top care brands compared with hundreds of other, lower-scoring brands, we identified the best practices that truly made an impact on overall care performance across industries.
Create value with every Post
Customers return to brands who continually deliver value. We put together a quick guide for which best practices deliver value.
We evaluated each best practice through the lens of Forrester's four dimensions of value.*
Economic value
Economic value is created when brands help customers make or save money.
Best practices covered:
- Take ownership
- Deliver savings
Functional value
Functional value is created when brands make it easy for customers to find resolutions.
Best practices covered:
- Respond swiftly
- Offer dedicated care
Experiential value
Experiential value is created when brands create positive interactions with customers.
Best practices covered:
- Be human
- Build relationships
Symbolic value
Symbolic value is created when brands create a sense of belonging for customers.
Best practices covered:
- Go the extra mile
- Incorporate feedback
On-demand webinar
Want more? Learn key takeaways and highlights from this report discussed by industry experts.
Watch the on-demand webinar.
Sprinklr is a X Official Partner and served as the data partner for this report. Sprinklr is the world's most complete enterprise customer experience management platform (CXM). Sprinklr helps large companies and government agencies drive business outcomes and manage experiences across all customer touchpoints.
*Forrester Research, Inc. [Value for Customers: The Four Dimensions That Matter, July 10, 2019]