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.

Source: www.dotrising.com

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