Twitter Beats Call Centers For Customer Service [SURVEY]
![Twitter Beats Call Centers For Customer Service [SURVEY]](https://www.adweek.com/socialtimes/files/2014/06/customer-service-twitter.jpg)
The prevailing attitude among customer service providers seems to be that Twitter is a backup to their call center. Sure, it’s handy, but it’s not the primary place that consumers go for support.
However, new surveys beg to differ, and instead point to the growing importance of Twitter as a customer support tool.
According to two surveys sponsored by Amdocs, there is a gap between what customer service providers and what customers think of social media.
Most (68 percent) customer service providers believe that customers turn to social channels like Twitter because they are unable to reach anyone on the phone.
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