Most businesses have realized that social media users often expect to get responses to customer service queries and complaints through that channel, and according to research released in October by SAP and Social Media Today, 71.2% of companies worldwide provided customer support on social media.
But it’s still a small piece of the customer service picture, according to the survey. The bulk of companies, 41.2% of the total, said they handled only up to 5% of customer service issues on social channels. Just 17.7% handled at least one-quarter of all customer service issues this way. Read the rest at eMarketer.