Demand for customer service via social media is on the rise, but consumers still find good old phone calls to be the best way to contact businesses, according to a study from NewVoiceMedia. Some 45% of respondents believe that calling a company is the most effective way to get their problem solved, compared to 19% who felt that way about email and 13% about social media channels. Respondents were even more convinced when it came to which method would give them the quickest response.
Three-quarters of respondents said they believe that calling gives the quickest response to getting their issue resolved, compared to 15% who chose email and 4% social media channels. That’s understandable, given recent data indicating that the average response time to a question posed of a brand on Facebook is more than a full day. Read the rest at MarketingCharts.