Why Online Customer Service Needs to Be Faster [Infographic]
Customer service requests on social media are up, and brands think they're doing great -- but consumers disagree.
More consumers are turning to social media for customer service because of its direct and speedy nature. The problem is that as customer service requests increase, companies have a hard time keeping up. In fact, they’re way behind, according to data from social marketing software provider Brickfish.
Eighty percent of companies believe they provide superior customer service online, but a stunning 92 percent of consumers would disagree with that statement, according to the data. And the problems will only continue to get worse, as social engagement with companies is growing nine times faster than the social platforms themselves.
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