Report: 83% of Holiday Social Customer Service Inquiries Will Be Ignored

In a social media-connected world and brands need to balance social media marketing with dedicated resources for social customer service as well.

Social media is not just part of marketing a brand, it’s also part of the customer service relationship. Unfortunately, despite the increase in customer requests online, most of those inquiries go unanswered. Still, according to the latest Sprout Social Index, retailers can expect even more customer requests online, and 83 percent of those requests will be ignored.

Based on Sprout Social data, brands already received more requests on social media in Q3 2015 than during the same time period in 2014.

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