Report: Millennials Most Likely to Change Retailers After Poor Social Customer Service Experience

Despite slow response times, consumers keep turning to social for customer service. Most of all, they just want their web and live call experiences to be integrated.

Social customer service is recognized as one of the slowest ways for customers to have their complaints resolved.

However, customers keep using it, so it’s best to pay attention to those customers.

A report from [24]7, an omnichannel customer service platform, examines what customers expect of customer service, and examines where they are most likely to abandon the process.

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Eighty-four percent of the 1,200 survey respondents owning both a smartphone and tablet, and they often jump between devices during the customer service journey.

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