In this article, Bob Hutchins explains that there are two different types of companies: companies that understand how to excel in social media customer service and those who don’t. One thing that all companies must understand is that when it comes to customer service, response time is everything. Within an hour of posting a product or service complaint on Twitter, 72% of customers expect a response, 42% expect answers to questions or concerns must sooner than an hour (West Interactive). Hutchins also shows us the top 3 ways companies fall short with there social media, customer service.
Read the full article at business2commuity.com.