Once heralded as the future of customer service, social media has mostly failed to deliver on these bold promises, according to a new survey conducted by NICE Systems and the Boston Consulting Group, who polled 1,704 people around the world about their interactions with financial, telecom, and insurance service providers.
After more than doubling from 16% in 2011 to 36% in 2013, the proportion of respondents who said they turn to social media for customer service issues fell to 29% in 2016, NICE and BCG reported. By contrast, the proportion of respondents who use mobile apps for customer service edged up from 43% in 2013 to 46% in 2016.
Asked why they don’t use social media as a customer service... read why and the entire article here courtesy of Media Post.
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