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And in addition to general comments and reviews, more and more customers were reaching out on these public networks to get answers to questions and resolution for issues. This was the first time that companies were being called out - both positively and negatively - on public platforms for all to see. In the early days of social media, this was a tough challenge for many brands. In fact, an estimated 67 percent of consumers now use social media networks like Twitter and Facebook to seek resolution for issues. While many customers still prefer to resolve customer service issues either over the phone or in person, an increasing number are looking for a company who will meet them across every avenue, including online.
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