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A new study from TOA Technologies reveals that more than one million people view tweets related to customer service every week and that more than 80% of those tweets are of a critical or negative nature.
It’s no surprise that people who have a negative customer service experience are more likely to tweet about it than those who have a positive or neutral one, but the sheer number of negative tweets is pretty daunting to anyone who is currently involved in Twitter customer service.
However, it also offers an opportunity.