Most companies rarely tap social media for customer service, study says
A recent study found that more than 80 percent of companies do less than a quarter of their customer service through social media. We look into why.
By Matt Wilson | Posted: November 12, 2012
As a marketing tool, social media seems to get bigger by the day, but for customer service, the numbers are still pretty modest. According to a recent survey from SAP and Social Media Today , a huge share of companies, 41.2 percent, use social media to answer five percent of their customer service issues or less. Not even a fifth of the companies surveyed—17.7 percent—said they use social media to address a quarter or more of their customer service issues.
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