Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?
When you learn that 72 percent of Twitter users expect a response, and 42 percent expect a response within the hour, that presents something of a disconnect.
Indeed, only 36 percent of customers report having their problems effectively solved via social media, with less than one in three firms utilising a dedicated customer service team to manage these channels.
Check the visual below for a wealth of insights into using social media for customer service, which comes courtesy of West Interactive.
![Social Media Customer Service 101 [INFOGRAPHIC]](http://www.adweek.com/socialtimes/wp-content/uploads/sites/2/2015/02/social-media-customer-service-101.jpg)
