Social Media could and should offer excellent opportunities for companies to provide customer service. However, Kimberlee Morrison describes how many companies fail to provide a positive or even adequate experience. Companies must realize that customers have high expectations for customer service in all categories, and also recognize the areas where they are falling short. Morrison writes how social media presents a fast, highly interactive way to solve a customer service problem; yet 63 percent of customers have to contact a brand at least twice before an inquiry is resolved. With customer service timing is incredibly important, therefore companies must find ways to use social media and other channels to meet customer concerns/inquiries in real-time. Check out the rest of the article to see other statistics that show how companies are missing the mark, with social media strategies.
Read the full article at adweek.com.