Did you know that 58 percent of Twitter users who have tweeted about a bad brand or product experience never receive a response from the offending company?
Social media has changed many things, but it’s perhaps in the field of customer service that the greatest strides have been made. Users are empowered with their own voice, and it’s one that can easily be seen and shared by potentially millions of like-minded customers and fans. In today’s social world, ignoring or downplaying complaints can be a disaster for even the most well-established organisations.
Bottom line: it’s no longer about how fast a business can respond to a customer but how well.
This infographic takes a closer look at why social customer service will be the next competitive background.