Less than 10 years ago, if a customer had a question about a product, they could either make a 1-800 call and risk waiting on hold or send an email and hope to hear back within a week. Both options had the added complexity of needing to know the right number or address to get help.
Now, consumers are increasingly taking advantage of a much easier option: head to Twitter and start a real-time conversation.
In just the last two years, Twitter has seen a 2.5X increase in Tweets to brands and their customer service handles. In fact, we hear from countless brands that 80% or more of their social customer service requests happen on Twitter…
5 Tips to Deliver Better Customer Service on Twitter
