Report: Retailers struggle to improve customer service on social platforms

Social media can brings challengers when it comes to customer service
By Bethany Biron.

As consumers increasingly turn to social platforms like Facebook and Instagram to shop, they expect to have customer service issues handled there, as well.

Though developing methods to better manage shopper queries on social media platforms has been a significant focus area for retailers, they’re struggling to improve services and win over consumers. According to a recent report by social media management company Sprout Social, the retail industry ranks second in areas consumers feel need the most help in terms of customer service, as well as the second most-complained-about industry for social responsiveness. Despite these perceptions, Sprout’s data shows retail actually has the highest response rate across the industries examined, at 19 percent compared to the average 11 percent.

Read more at Glossy.

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