A recent study by Oracle found that online users valued having a number of pathways to customer service support, including through social media, click-to-call services and instant messaging.
- 17% of respondents thought brands would provide support and information via Twitter accounts.
But customers desired quick responses when communicating on social networks—just over half of Facebook users and more than eight in 10 Twitter users expected to receive responses to questions or concerns posted on the social networks in a day or less. The “always on” nature of social media requires that brands with a presence on those channels remain constantly engaged with customers.
Read more details on this study at emarketer.