Despite the popularity of social media, people in the UK would rather deal with businesses over the phone and email when it comes to customer service.
In a new study from technology consultancy Portal, just 2% of customers said social media is their preferred method of dealing with customer service issues. The sentiment is similar among businesses, with 3% giving the same answer.
The most popular method of communicating customer service issues was email, a favourite for 52% of customers, and telephone, at 19%.
Shamus Kelly, CEO of Portal, said “Our experience is that consumers turn to platforms such as Twitter and Facebook as a last resort, using them as platforms to publically condemn a brand following a frustrating experience, rather than a first port of call.”
This is worrying as 82% of companies in the UK admit they do not actively monitor their brand’s reputation on social media sites, meaning these public complaints can quickly get out of hand.
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