Social Media is the Sweetheart of Valentine’s Day Customer Service

Feb. 14 is definitely one of the most emotional days in retail, particularly for the customer service teams at flower retailers. And if you were a consumer looking for help with a flower order, it seems social media was your sweetheart this year. STELLAService analysts monitored the service performance of nine online flower shops from 9 a.m. to 4 p.m. on Valentine's Day, logging how quickly the businesses were connecting with customers via phone and Twitter. Calls were placed in three separate time blocks and abandoned if the wait time exceeded 20 minutes.