‘Just 11% of people expect to receive customer service via social media’ – ‘Econsultancy’ Blog

The latest ‘Econsultancy’ blog post is titled “Just 11% of people expect to receive customer service via social media”.

David Moth says, “An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service.

Poor levels of service can ruin the overall shopping experience and mean that the customer is lost forever, so online, in-store, mobile and all other channels must work together to deliver an excellent overall customer experience.

New research form eDigitalResearch examined how consumers prefer to contact companies and then compared the various response times and satisfaction levels”.

Just 11% of people expect to receive customer service via social media/