There was good news and bad news in a recent study of customer-service response rates and times on Facebook pages by social analytics provider Quintly. The good news: The average response rate rose 5 percent between Jan. 1, 2013, and April 30, 2014, to 42.4 percent. The bad news: This still means that the majority of questions posted on brands’ Facebook pages are not being answered.
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Social Dynamx made its entry into the customer-care sector for Facebook and other social networks today with the debut of its enterprise-class social customer care platform.