70% of customer complaints on social media ignored

Recent research from Fishburn Hedges and Echo Research found 36% of UK consumers, are using social media to ‘talk’ to companies, up from 19% eight months ago. Two-thirds of consumers (68%) say it allows them to find their voice and 65% say it’s a better way to interact with companies than a call centre.

However, the latest annual survey from A T Kearney reveals that a whopping 70% of complaints are going un-answered. The main reason given for the lack of response is, social media isn’t being integrated into customer service centres… Read more

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