Social Media vs. Call Centers: Which One Offers Superior Customer Service?

A study conducted by Forrester Research recently revealed that consumers are utilizing social media more frequently for their customer service needs, but only 33 percent of organizations in the US and UK are putting any significant effort into social media customer service. This disconnect is leaving a bad taste in the mouth of many consumers who prefer (and expect) to interact with companies on social media platforms. As consumers begin to force the issue, it’s left many organizations … [Read more...]