SURVEY: Most Brands Aren't Ready for Customer Service on Social

Two facts we’ve established:

• Social media should be the new customer service line for all digitally forward brands
• PR should own it

OK, maybe that second point is debatable. But the first is not—and a new study from Social Media Marketing University reveals that most brands either haven’t gotten the message or haven’t acted on it.

Some key numbers and takeaways from the press release (issued to promote registration for Monday’s “live training event“) after the jump…

• More than 50% of brands do not have a formal strategy for responding to customer complaints on social
• A majority of brands receive complaints on social (duh), with 10.9%