Although the last article discussed how many companies are missing the mark with their customer service strategies on social media, people still turn to these channels to voice their concerns every day. Therefore companies must have a plan to address customer concerns before they morph into brand-shaming or negative reviews. In this post Patrick Kulp discusses how, although social media may be falling short in some regards, inquisitive customers are much more likely to get a response on Facebook than twitter/other outlets. A new report from a social media analysis firm, Socialbakers, found that nearly four out of five of the millions of questions posed to U.S. companies on Twitter go unanswered. Whereas, worldwide customer questions fared better on Facebook, where nearly three quarters of posts were addressed.
Read the full article at mashable.com.