Social media is becoming a more valued channel for customer service, but customers aren’t yet as satisfied with their support experiences on Facebook and Twitter as they are with more traditional channels. That’s according to the latest quarterly benchmark report from ZenDesk, based on support and customer service interactions from more than 16,000 clients across 125 countries. In the latest study covering Q3, voice emerged as the top service channel by customer satisfaction (91%), followed by chat (85%) and help center/web forms (83%).
Email (82%) and Twitter (81%) were close behind, with Facebook (74%) the channel with the lowest satisfaction ratings. Read the rest at MarketingCharts.