33pc who use social for customer service get no response: study

Social-based customer care is still a work in progress. Research showing that 33 percent of consumers who contact brands on social media with a customer service question never get a response suggests that companies are not meeting consumer needs even though social is a commonly used channel, according to The Northridge Group. Twenty-six percent of consumers choose social media for customer service when they cannot reach a representative through another channel, according to the study. The findings raise questions about companies’ skills in social-based consumer relations given that social has the lowest percentage of issue resolution and follow-up among […]

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