Twitter overtakes email for fast, accurate customer service, says study | .rising

Twitter is coming of age as a customer service channel with more questions answered accurately through social media than email for the first time, yet companies are failing to successfully respond to 59% of tweets, according to a new study.


There are a number of barriers to effective #custserv by Twitter, such as confidentiality, but clearly it is a viable service channel. higher accuracy and faster response means that its use will continue to grow as a #customerservice channel. #custexp #callcenter #cctr

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