`Some customers hate to call companies on the phone. Certain people don't like personal interactions and prefer to use indirect channels. Other consumers want a public forum to air grievances. However a customer contacts a business, the company must be ready to answer.
According to a Salesforce survey, 78 percent of consumers believe social media will become the primary channel for customer service interactions. Currently, about half of consumers expect a company to answer their questions on Facebook and most will stop doing business with an organization if it doesn't respond to social post…