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Posts Tagged ‘social customer service’
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After reviewing more than 40,000 tweets to gauge how well top U.S. brands use Twitter as a customer service channel, leading social customer service platform Conversocial released an insight-packed report titled “Tweet, Email or Call: Which Brands are Re-directing Social Media Complaints to Traditional Channels.”
The report found that 76% of conversations between customers and brands ended completely after the brand suggested the customer switch channels to either email or phone, and 19% of customers said they had already tried the suggested channel or strongly preferred addressing their issue via social media. Not only that, but brands then ignored 42% of customer tweets when the tweeter didn’t want to switch to phone or email.
In a time when offering strong social customer service is directly tied to protecting brand identity, what steps are major brands taking to engage with their followers effectively on Twitter?
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