80% of Customer Service Inquiries Go Unanswered on Social Media

Customer service used to be handled either in person or over the phone. These days though, consumers are turning more to social media for their customer service needs.

Customer service used to be handled either in person or over the phone. These days though, consumers are turning more to social media for their customer service needs.

According to a study by social media marketing firm Sprout Social, consumer messages that required a response from a company increased 178 percent. Utilities such as cell phone and cable providers have seen the biggest increase in consumer engagement on social media, according to the study.

The problem is that consumers using social media expect a quick response and brands just aren’t delivering.

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