Top Online Retailers Using Social for Customer Service, but Response Times Lag

81% of the US’ top 100 online retailers (selected from the Internet Retailer 2013 Top 500 Guide) are responding to customers on Twitter, and 80% are similarly responding on Facebook, according to [download page] a study from Conversocial. The study also finds that half of the retailers are fully resolving customer service issues within these platforms rather than directing customers to other channels, but that response times are still slow. In fact, the average response time on Twitter was 11 hours and 15 minutes. (more…)