Many years ago, in Twitter’s dark, early days (circa. 2008-10), if you complained about a brand or their products you didn’t really expect a response to your tweet. Indeed, if the company was even actively using Twitter it was surprising. So if they actually saw and proactively responded to your complaint? Inconceivable!
Things move pretty fast. Nowadays, we not only expect a reply, but some quick resolution, too. Yet studies have shown that up to 70 percent of customer service complaints go unanswered on Twitter, which risks damaging not only your brand’s reputation, but your organisation’s bottom line. And future.
Check the infographic below from ClickSoftware, which takes a closer look at the real cost of bad customer service.