‘Sprout Social Helps Brands Improve Customer Service’ – ‘Website Magazine’ Article
Allison Howen says, “Brands are still lacking when it comes to customer service within social channels, with new data from Sprout Social revealing five in six customer messages that require responses are not being addressed by brands.
The Sprout Social Index shows that overall inbound message volume has climbed 77 percent in the last year, which suggests a shift in how consumers are using social media. In fact, the data found a 100 percent increase in messages to brands that require a response in the last 12 months. And even though there has been a 5 percent improvement in response time since Q2 2013, the data also shows that there has been a 4.6 percent decrease in response rate”.
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