Or, how NOT to handle customer service via Social Media. Consider this, by 2014, refusing to communicate with customers via social channels will be as harmful as ignoring emails or phone calls is today.
Recently an infographic appeared on DailyInfographic.com covering the importance of customer complaints via social media. It breaks out how many customers you lose because of poor customer service or a lack of communication today. Then it looks at how that communication has moved into social media.
Another key stat:
“58% of those who have tweeted about a bad experience have never received a response from the offending company”
The social media community blog SMChat.com published a post about this infographic that will give you more details. But the real take away here? You probably work very hard to deal with unhappy customers face to face or on the phone. Those same customers will be airing their complaints on social media. Are you prepared to deal with that?