Twitter is Ousting Email as Customer Service Channel of Choice
It takes companies an average of 8 hours to respond to a customer service request via email, according to new research from KANA Software. The company surveyed Call Centre Association members and found that 59 per cent of companies take more than 8 hours to respond to these requests over email. Social media is much quicker. Social analytics company Simply Measured found that the average response time on Twitter is only about 5.1 hours, with 10 percent of companies answering within an hour.