Customers Just Want to Be Tweeted Right

It’s fairly common practice today for major brands to have a social media team at the ready to respond to customer complaints on social networking sites like Twitter and Facebook. The practice is so widespread that the Call Center Satisfaction Index report released last week by CFI Group found that call centers should perhaps be renamed “contact centers.” Non-call service methods including email, Web self-service, chat and other online techniques account for more than 30 percent of customer service engagements, CFI Group found.

Customers Just Want to Be Tweeted Right


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