How to Deliver High-Quality Social Customer Service (Report)
Better training processes, clear protocol and frequent feedback are ways to ensure that positive interactions remain at the core of any social customer-service strategy.
Earlier this week, we examined how consumer attitudes have changed when it comes to social customer service. However, businesses face significant challenges developing strategies for delivering the quality of service consumers expect.
According to a report from Conversocial, customer-service requests have more than doubled on Twitter over the past two years. Additionally, Sprint saw a 31 percent increase in customer-service requests through Facebook Messenger as compared to public Facebook posts, so behaviors are clearly changing.
52 percent of customers have switched service providers within the past year because of poor customer service, and millennials are even more likely to switch to a competitor.