“The study indicates that brands may be struggling to keep up with the increase in inbound consumer messages. Indeed, response rates on both Facebook and Twitter, the networks where consumer messages have increased the most, have dropped below 20 percent. This means that four out of five inquiries goes unanswered, Howard says.”
You read it correctly: 4 out of 5 customer inquiries are not acknowledged by brands!
Read the rest of the article at http://socialtimes.com/80-of-customer-service-inquiries-goes-unanswered-on-social-media_b139388