Wednesday, August 18, 2010
Need to improve customer service? Stop talking and start Tweeting
Virgin Media Business customers who need to contact customer service now enjoy, on average, a 61 second response time. According to Martin Hofschroer, Virgin Media Business discovered that customer service levels differed greatly between banks as the quickest bank answered one call in just seven seconds while the slowest took five minutes and 33 seconds to reply to a call.
Research by the Institute of Customer Service revealed that almost a tenth of British people expect a business to have a presence on Twitter.
Do you see Twitter to be of value to you and your customer service team?
Learn more: Tweeting Rather than Talking Can Improve Customer Service