Better customer care on Twitter leads to nearly 20% increase in customer satisfaction
Thursday, September 3, 2020 - 11:23
in Psychology & Sociology
Social media has forever changed our society and how people do business. A 2013 report by J.D. Power found nearly two-thirds of customers have used a company's social media site to connect with customer service. New research in the INFORMS journal Information Systems Research finds businesses that use Twitter as a social care channel are seeing a 19% increase in customer satisfaction.