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What Companies Know About Customer Service That Customer Service Advocates Don’t

Various studies have come up with similar findings. Despite the lip service paid to using the Internet, and in particular, social media, to provide customer support, the reality is that companies aren’t stepping up to improve the quality of service.
Various research studies have found that somewhere between 70% and 90% of requests and comments for and about companies go unanswered on Facebook on Twitter.
Why? Do companies know something customer service advocates don’t? Are they just scared of social media? That’s the topic of this article.