Only 44% of the top 25 online retailers responded to customer service requests from social media within 24 hours.
Social media and the internet have made it much easier for people to vent about bad service to a potentially large audience. If you make a customer unhappy these days you can count on their other 5,000-some friends hearing about it, too. Twenty-five percent of people who have a negative customer experience share their thoughts on social networks. (Infographic)
As cathartic as venting on social media may seem, your strong words may not lead to immediate sympathy from the offending company. Only 44% of the top 25 online retailers responded to customer service requests from social media within 24 hours. Many companies just aren’t equipped to monitor their social media channels and provide their customers with respectable real-time service. But that’s what people expect these days! Note: 51% of Facebook users expect a same-day response from brands, while 52% of Twitter users expect a response within two hours. And 31% of all customers expect to resolve service-related issues via social.
With all this talk, it’d be interesting to see which industries receive the most customer service complaints. It turns out technology companies like Google have terrible reputations when it comes to social media-based customer service. Perhaps it’s difficult for them to deal with so many users, as social media customer service can be hard to scale. Financial services, such as those from Bank of America, consistently rank “poorly” – only 10% of social media users have ever had a positive experience with social media-based customer service.
E-commerce and retail sites tend to rank much higher in customer satisfaction at over 80% positive experience ratings. Interestingly enough, while retailers have a clear lead over other industries with a 34% positive reaction rate, 26.8% of those “excellent” ratings, the industry still receives 39% negative ratings. It seems that even when you try to serve customers the right way, it’s not easy to make angry customers happy again!
The Industries With the Most Customer Complaints — Brought To You By Desk.com
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