While 68 percent of service providers think customers...
While 68 percent of service providers think customers use social media for customer service because they're unable to reach a service representative by phone, 50 percent of consumers use social media because they prefer that outlet, said research released Wednesday…
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by Amdocs, which provides consumer care services for telecom carriers and ISPs (http://yhoo.it/S9gTIt). Companies aren’t responding to customers who reach out on social media, the survey found. Three quarters of those who reach out on social media never get a response. Amdocs commissioned Ovum to survey 100 global service provider executives and commissioned Coleman Parkes Research to survey 4,068 global customers in January.