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Social Customer Service Has Yet to Reach the Positive Experience of Email or Phone For Consumers: Forrester

As more marketers are adopting social media as a customer service channel, consumers still report better experiences via email, phone, IM and text than via Facebook and Twitter. Still marketers are looking to social as a potential channel to offer service.

In fact, according to a new report from Forrester Research and social customer service firm Conversocial, 67 percent of the marketers surveyed reported that social customer service is growing in importance in the U.S. and U.K. However, only 33 percent of the social customer-service technology in use is being actually in place for customer service purposes. The rest is being used for marketing purposes.

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