Here's Why People Don't Want Customer Service via Social — But Through Your Mobile App (Study)

The main reason why people avoid social for customer service? Your brand is too slow to respond.

Even though more companies are placing a premium on offering customer service via social, a new study by NICE and BCG shows that consumers are frustrated with the long wait time on social media to have an issue addressed.

In 2013, 36 percent of people surveyed said they had used social media for customer service. This year, that number fell to 29 percent.

The main reason why people avoid social for customer service? Brands are too slow to respond.

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Tom Dziersk, president of NICE Americas, discussed the changing attitudes of consumers in a press release:

This year’s survey serves as further proof that customer service is becoming more complex and more critical for a company’s success.

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