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Few Retailers Face Up to the Customer Service Aspect of Facebook

April 9, 2012
25% of retailers ignore questions posed on their own Facebook pages, a report says. 

A quarter of e-retailers failed to respond to consumer questions posted on the retailers' Facebook walls and also within the comments section of a merchant's own posts, according to a new report from StellaService. The customer service vendor arrived at its finding by posing general questions to 20 retailers on the social network.

The findings come as consumers increasingly turn to social media to get answers from retailers about customer service issues. 27% of U.S. online consumers

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