New research by YouGov on behalf of Webhelp has found that only 15% of leading companies responded to tweets from customers, and 64% of businesses took more than an hour to reply.
The “Connected Customers Survey” also found that 88% of customers hate being given inconsistent information across different communications channels.
The study found differences in expectations from different age groups. While 84% of people would rather communicate by phone, this falls to 69% for the under-35’s. Furthermore, 20% of people under 44 expect companies to provide a web chat feature, although only 13% of firms actually offer this service.