An area where companies really should be using social media is customer services. Recent research from Fishburn Hedges and Echo Research found that 36% of UK consumers use social media to talk to companies, up from 19% eight months ago. 65% say it’s a better way to interact with companies than a call centre.
And yet the latest annual survey from A T Kearney reveals that a huge 70% of complaints are ignored. This is backed up by research from @markshaw of engageementindex that a staggering 77% of tweets directed at businesses go unanswered.
If you’d like to see which companies have been ignoring you on Twitter login to engageementindex.co.uk.
If you have any example of good or bad responses from companies via social media please let me know.
Follow me, Jonathan Pollinger, on Twitter @intranetfuture for social media news and tips throughout each day.