The report was based on data from a survey conducted in March 2015 of 1,017 adults in the United States. Consumers were polled on their expectations and experiences with customer service problems and inquiries in the past year.
When consumers do get a response on social media about a customer service issue, the answer comes from the brand within an hour only 38% of the time.
Some 42% of respondents say they expect a response from companies on social media within an hour.
Take the first step (it's free).
You may also like:
- Personalization vs. Intrusion: How a Mix of Artificial and Human Intelligence Can Create Balance
- Niche Marketers, Is Your Customer Engagement Strategy Up-to-Date?
- Three Proven Strategies for Engaging Millennial and Gen Z Customers
- Marketing in Controversial Markets: How to Build Trust
- Keep Consumers From Cheating on You: Foster a Community to Stay Together