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Brands, take note: Customers still struggle to reach you

There's plenty of lip service paid today to the importance of customer service, but a new study suggests brands are failing miserably at delivering it. Social media, it turns out, isn't making things any better.

In any given year, more than 80 percent of consumers try to reach a brand, and for most of them, it's an exercise in frustration, according to new data from The Northridge Group. Fifty-five percent say they need to use two or more communication channels to contact a company or brand before an issue is resolved. In general, 44 percent of consumers say companies don't make it easy to contact them.

As for social media, 77 percent of consumers say they use social channels to contact companies at least as much as they did a year ago, but one in five never even get a response, Northridge found.

For its State of Customer Service Experience 2016 report, released Tuesday, the consultancy surveyed more than 1,000 people in the U.S.

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IDG News Service

The IDG News Service is the world's leading daily source of global IT news, commentary and editorial resources. The News Service distributes content to IDG's more than 300 IT publications in more than 60 countries.

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