Build your own seamless purchase experience at Commerceweek, February 28-29. Gain strategies for consumer retention with immersive touchpoints, AI innovation and storytelling. Register now at 35% off.
Customers may be turning to social media for their customer service needs, but companies aren’t keeping up and 80 percent of customer service queries are ignored on social media. While the data indicated that companies with bigger social media followings are least likely to respond, the fact is that companies need to develop a strategy to address this shortcoming.
Janae DeRusso, branding and content strategist for digital marketing agency Overit, has a few tips for responding to customer feedback on social channels.
- Respond as soon as possible.