Facebook rating pushes firms to up social-media responsiveness - The Globe and Mail:
When the message that “your call is important” comes from a robotic, prerecorded voice, a customer could be forgiven for being incredulous.
Sitting on hold, listening to Muzak and repeatedly hearing that disingenuous message can be frustrating, to say the least. Perhaps that’s why many people are turning to social media when they need to reach companies – whether to post a complaint or a compliment, or to ask a question about their products. It does not tie up customers on the phone, and a public social-media post demands accountability from companies to provide better service.
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