‘How 21 top US retailers handle social customer service’ – ‘Econsultancy’ Blog
Christopher Ratcliff says, “In a continuing series of investigations into how companies use social for customer care, last week I took to Twitter, posed as an innocent customer and asked some of the most popular US retailers the same query.
The query would also test each brand’s true multichannel capabilities: “can I return an item bought online to my nearest branch?”
With this investigation we’ll be testing their response times and ability to satisfyingly bring a resolution to the query.
Other matters taken into consideration are whether the reply was a personal, human response, whether the retailer either operated a separate customer service Twitter account”.
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