A customer service-centered poll by American Express reveals that despite the popularity of social media platforms, namely Facebook and Twitter, just more than 20% accept them as tools for finding business-related information. The poll also reveals:
• 70% of respondents are more willing to reinvest in companies they believe provide good customer service, compared with 58% in 2010.
• 75% favor talking on the phone to a member of the customer service staff, and 67% are interested in using a brand’s official Web site for the same purpose.
• Just half of those polled feel comfortable using “online chat” to find information.
Source: American Express