11.305.2017 - UK customer experience worsening as social media performance slumps

Eptica research finds top brands successfully answer just 44% of all queries Reading, 1 November 2017, UK brands are struggling to cope with a rising volume of queries and growing consumer expectations, according to the Eptica Multichannel Customer Conversation Study , which was released today. The 100 UK companies surveyed could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Social media saw the biggest... Source: RealWire - View Press Release