‘Social customer service: the challenge for brands in 2013’ – ‘Econsultancy’ Blog
The latest ‘Econsultancy’ blog post is titled “Social customer service: the challenge for brands in 2013”.
Luke Brynley-Jones says, “In recent years social customer service has endured crises and successes in equal measure. Here’s a quick evaluation of where we are today, with some pointers for the future.
For an increasing number of people, social media is the first place they turn when they experience a problem.
Fewer than 50% of companies are actively responding to these enquiries and many of those are using cost-cutting copy and paste tactics, which is exactly what call centres were criticised for”.
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