Marketers realize it’s time to lean into customer service

Marketers realize it’s time to lean into customer service. Marketing departments have taken on a larger role in customer service on social media channels, with 49% of organizations indicating it is usually or exclusively their responsibility. Only 8% of organizations said customer service teams were responsible for social customer service. Proactive marketers are adapting to this change as ignoring customer service on social media can have a negative impact on a brand's reputation and overall customer experience.