Retail Multichannel Study (2014)
UK retailers improving email customer service but failing to deliver on Twitter
The Eptica Multichannel Customer Experience Study found that email was the best performing channel for retail service, with 63% of questions answered, ahead of websites, which successfully provided answers to 60% of routine queries. Twitter brought up the rear, with just 33% of queries answered effectively. Eptica, evaluated ten leading UK retailers on their ability to provide answers to 10 routine questions via Email, Web Chat and Twitter.
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