The era of non-responsive brands is over! Customers now want answers quickly, and they won’t hesitate to voice their complaints on social networks if need be.
From the article: “The biggest cause of social media crises in the last decade has been the exposure of poor customer experiences that were shared online. Ignoring complaints or issues that arise on a company’s social media page can be very bad for business, but effective social customer service brings real benefits. In fact, research has shown us that 91% of people agree that social customer service is a positive thing for customers.”