The average response time to a customer service question on Twitter is eight hours and 37 minutes, the Eptica Multichannel Customer Experience Study found.
Looking at 100 companies, it was found that 39 per cent were able to answer customer service questions asked through Twitter – despite 76 per cent of organisations being on the channel.
“When it comes to Twitter companies are playing a dangerous game by establishing a presence and then failing to engage with customers,” warned Olivier Njamfa, CEO of Eptica. “This could well backfire, leading to negative feedback spreading through the social network and damaging their overall brand. Read full story ›
Source: The Drum
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