Many customers rant and rave in social media. So are they doing it just to blow off steam or do they want your attention?
Surprisingly, only about 60% want to hear from you, a Harris Interactive poll found. The rest of them likely just needed to vent somewhere!
The problem is, only 22% of the customers who wanted someone in the contact center to reach out to them actually got a response.
Social media has a growing importance in Customer Service. If you aren’t looking for your company to be mentioned in Twitter and Facebook accounts or on consumer blogs, it’s probably time.
Many companies still rely on interns or junior employees to monitor social sites. There’s a growing number of software applications that can spot comments on social network sites and even send automated responses. From there though, you’ll still want to reach out personally.
