Consumers Expect More From Social Customer Service (Report)
It's time for brands to get socially mature and meet consumers where they are.
Despite the evidence that social is not the best way to get customer service, consumers still turn to social channels to communicate with brands. However, the time of dismissing their concerns and directing them to a phone number has passed. According to a new report, from Conversocial, it’s time for businesses to be proactive and meet customers where they are.
The report notes that customer expectations have changed in recent years:
From 2012 to 2014, a sharp shift in expectations, driven by customers’ public venting sessions, helped brands understand the criticality of engagement on customers’ channel of choice, on their terms.