70% of consumers use social media to source products, services
Seventy per cent of consumers are now using social media platforms and messaging apps to source products and services.
That’s according to a new research by BT and Cisco, which surveyed 5,000 people from 10 different countries.
Findings also reveal that 48 per cent of respondents get frustrated if text-based chat is not available on an organisation’s online platform.
Consumers reported that they get quicker responses via webchat and online platforms compared to contacting an organisation’s call centre.