According to this Forbes article, retailers are struggling to use social media as a tool to respond quickly to customer complaints. They still appear to be relying heavily on email as the mode of response.
Only ~54% of respondents were able to use Facebook, and only ~20% Twitter, to resolve complaints.
Surprisingly, even web chat is not being used much, only ~35% said they used it successfully.
http://www.forbes.com/sites/retailwire/2015/11/16/retailers-failing-when-using-social-media-to-answer-complaints/
Only ~54% of respondents were able to use Facebook, and only ~20% Twitter, to resolve complaints.
Surprisingly, even web chat is not being used much, only ~35% said they used it successfully.
http://www.forbes.com/sites/retailwire/2015/11/16/retailers-failing-when-using-social-media-to-answer-complaints/
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