Here’s Why People Don’t Want Customer Service via Social — But Through Your Mobile App (Study)

by Justin Lafferty
Even though more companies are placing a premium on offering customer service via social, a new study by NICE and BCG shows that consumers are frustrated with the long wait time when they go through social media to have an issue addressed. In 2013, 36 percent of people surveyed said they had used social media for customer service. This year, that number fell to 29 percent.Read the full article