Most customers started seeking immediate resolution through social networking sites.
Currently, there are around 5 million Twitter users. A survey conducted to find how quickly the top 100 retail brands respond to their Twitter following’s customer service issues.
The survey says, half of the top 10 clothing retailers did not respond to complaints on twitter at all. It is found that only 13% of complaints were replied. When it comes to the duration of response, 37% of replies were taken more than 10 hours.
However, the survey suggests, for delivering better service, the retailers should monitor Twitter feed regularly, provide genuine and consistent help.
