Report: Social Media is the Slowest Way to Resolve Customer Service Issues

Customers see social as a last ditch effort to get urgent issues resolved, but they know it's the least efficient channel.

Social media could be an excellent opportunity for companies to provide customer service. However, many companies fail to provide a positive, or even adequate experience. A whitepaper titled The State of Customer Service 2015 from The Northridge Group, examined current customer attitudes toward online customer service from more than 1,000 respondents.