Brands Aren't Meeting the Social Media Customer Service Demands

While more than 80 percent of consumers make customer service requests on Facebook, the bulk of those requests go unanswered.

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Different consumers interact with brands in different ways, depending on their age group, which networks they’re using and what their concerns are. Accent Marketing Services surveyed 1,000 U.S. consumers in the hopes of to shedding light on consumer behaviors.

Only seven percent of respondents ranked social media as having the highest level of customer service. Direct phone service ranked first at 63 percent, email was second at 28 percent. However, these are not the rates at which customers seek customer service — social networking customer service teams receive a lot of requests, but they fall flat on delivery.

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