Did you know that 65 percent of customers prefer to contact companies on social media rather than via a call center?

Sounds great, right? Much cheaper for brands, and far easier to manage volume. But when you consider that 60 percent of companies don’t respond to customers via social channels – even when asked a direct question – and that 70 percent of all complaints made by customers on social media go unanswered, you’re left with something of a disconnect.

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