As traditional and non-traditional methods of communication converge, businesses must be able to provide multi-channel customer service. Call centers, email, and online chat capabilities are not enough. Businesses face the challenge and responsibility of monitoring and responding to customer service issues through social media.
Facebook, Twitter, Instagram, LinkedIn, YouTube, etc. – every social media network your brand or business is on, your customers and prospective customers are, too.
Social media customer service is in disarray. It’s time for a customer service solution that improves the customer service experience for consumers and businesses.
- On Facebook and Twitter, 70% of questions asked by customers to brands are being ignored
- On Twitter, the average response time for social media customer service issues is 6.6 hours
This is unacceptable.