Marketers handling customer care is our #7 social media trend for 2023. Want to read the full report?? Click here: [ Ссылка ]
Less than 8% of organizations we surveyed said their customer service team was exclusively responsible for providing customer service on social and messaging apps. Almost half (49%) of organizations said that social customer service was usually or exclusively the responsibility of the marketing team.
Unfortunately, what we’ve found is that many marketers don’t feel equipped to take on customer care. Only 21% feel they do a good job servicing customers on social channels, according to a survey by the CMO Council and IBM. Because of this disconnect, many businesses are leaving customers hanging and revenue on the table.
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