About two-thirds of companies using social customer service claim to respond in 4 hours or less, and 26% within a day, according to October 2012 findings by SocialMediaToday, in cooperation with SAP and the Pivot Conference. Customers who want a quicker answer to their questions might want to think about picking up the phone. Results from an Ifbyphone study [pdf] released in November indicate that a majority of top retailers answer inbound local calls in less than 30 seconds and corporate-level calls in under 90 seconds. (more…)
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Customer Response Times: Might Take Hours Via Social, Seconds By Phone
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