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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