Surprisingly, many customer service organizations have yet to put their toes in the water when it comes to social media engagement. In fact, fewer than half of them actively respond to consumer complaints via Twitter and other social media channels. For companies that do actively engage in social media for customer support purposes, the average response time to a consumer complaint is estimated to be more than 24 hours. For many customers, that wait time is 22 or 23 hours too long.
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Building Social Into the Customer Service and Support Infrastructure
Posted by: Jeff Zabin February 19, 2013 05:00 AMSurprisingly, many customer service organizations have yet to put their toes in the water when it comes to social media engagement. In fact, fewer than half of them actively respond to consumer complaints via Twitter and other social media channels. For companies that do actively engage in social media for customer support purposes, the average response time to a consumer complaint is estimated to be more than 24 hours. For many customers, that wait time is 22 or 23 hours too long.