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.
Customers have high expectations for customer service in all categories, and companies are falling short, especially on social media. 33 percent of survey respondents believe that customer service on social media doesn’t meet expectations, and only 14 percent believe it exceeds expectations.