Twitter and Facebook worst channels for retail customer experience, finds research by Eptica

Study shows fashion and food retailers focus customer service efforts on the webReading, UK, 22 May 2019 – Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.The Study found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance... Source: RealWire