If your B2B clients are messaging your firm via social media, are you acting quickly enough to help them with their problems? According to a recent survey, many companies are falling short in using social media to resolve issues.
A whitepaper titled The State of Customer Service 2015from The Northridge Group found 33 percent of respondents said that customer service on social media doesn’t meet expectations. Also, only 14 percent believe it exceeds expectations.
The report also found social media “has an issue resolution rate of 13 percent — the lowest of any channel.”
One-third of those surveyed noted they received no response at all to an inquiry on social media.
So how would clients prefer to contact companies? Half of survey respondents said they prefer to use a phone, 27 percent opt for email, and 14 percent prefer online chat. Only two percent choose social media first.
Flickr photo via Creative Commons
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