Over 70% of complaints via social media ignored
An area where companies really should be using social media is customer services. Recent research from Fishburn Hedges and Echo Research found that 36% of UK consumers use social media to talk to companies, up from 19% eight months ago. 65% say it’s a better way to interact with companies than a call centre.
And yet the latest annual survey from A T Kearney reveals that a huge 70% of complaints are ignored. This is backed up by research from @markshaw of engageementindex that a staggering 77% of tweets directed at businesses go unanswered.
If you’d like to see which companies have been ignoring you on Twitter login to engageementindex.co.uk.
A brand not responding on Twitter is like hanging up the phone on customers — with millions watching.
— Dave Kerpen (@DaveKerpen) May 1, 2012
If you have any example of good or bad responses from companies via social media please let me know.
Follow me, Jonathan Pollinger, on Twitter @intranetfuture for social media news and tips throughout each day.This entry was posted in Good And Bad Social Media by Jonathan Pollinger+. Bookmark the permalink.