According to 64% of respondents, relatively easy questions come in on the social media channel. This may partly explain why questions can be handled relatively quickly via this channel.
complicated questions
My research shows that smaller organizations use social media less often as a customer contact channel . Those that do, often do not communicate this. 48% of organizations with fewer than 50 employees actively report that they can also be reached via social media. In contrast, 54% of organizations with more than 1000 employees promote that consumers with complaints or questions can contact the organization via social media.
This is also visible in the other results. Organisations that communicate that they do webcare (34%) latvia phone number list are approached more often via social media than organisations that do not. They also receive more complicated questions via this channel.
The reasons why organizations do not actively communicate webcare to the customer are very diverse. The most given reason, with 42%, is that webcare is not yet sufficiently developed for this:
“That is not yet part of the pattern, but it is certainly a good addition, and we will certainly do that in the future.”
“The implementation is not yet such that continuous webcare can be guaranteed and facilitated. We actively refer to the other channels.”
Approximately 17% of respondents indicate that they want to leave it up to the customer to choose how they want to contact the organization in question.