Common roadblocks to delivering high-quality customer service

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And with social becoming a key place for customers to sound off, care teams deserve all the support they need to scale and meet customers’ high expectations.

Read more about how top brands provide exceptional customer service and support.


Though 88% of business leaders agree social media is a critical tool in providing customer care and service, several roadblocks prevent teams from accessing the tools and resources they need.

Here’s how social media marketers and care teams describe their greatest challenges to delivering exceptional customer care and experiences.

Numbered list of common roadblocks to delivering quality customer service. The top portugal mobile database being too many messages and manual work, and departmental silos.
Too many messages and too much manual work
According to a Q3 2023 Sprout Pulse Survey, 63% of customer care professionals said a high volume of customer care requests is their most prominent obstacle.

As one member of The Arboretum, Sprout’s online community for social professionals, put it, “The most significant challenge I face when managing customer care on social media is the expectation to be available to answer questions 24/7.”

Meeting customers’ high expectations is something all brands are struggling with. Customer care tools can take the pressure off by automating tedious or repetitive tasks and managing cases based on priority, so care agents can act more effectively. Yet, only 30% of marketers feel their brand actively engages with customers on social and has implemented customer service tools and processes. And 71% of business leaders agree that brands don’t have a strong social media strategy for customer service.