‘How Not to Do Customer Support Over Social Media’ – ‘Business.com’ Blog
Niraj Ranjan says, “Helpscout says that it takes 12 positive experiences to make up for one unresolved customer experience. Customer support is no longer a back-end operation, it has become imperative that every organization takes steps to build a customer-centric organization. In the same regard, more and more, companies are moving to social media to provide support to their customers.
As many as 67 percent of consumers have, at one point, used a company’s social media account to ask for help. These trends speak volumes about the importance of having a real and well-defined strategy of providing support over social media platforms“.
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