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Studies

7 Reasons Why we Use Social Media for Customer Service

7 Reasons Why we use Social Media for Customer Service

Earlier today we looked at an American Express study that suggested that less than 5 percent of users prefer social media for customer service enquiries.

However, while it may not be the first port of call, social is still an increasingly popular touchpoint for customers looking for a response from brands, with many turning to Twitter and Facebook after first connecting via their preferred channel (for example, email).

But why?

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Very Few Users Prefer Social Media for Customer Service

Very Few Users Prefer Social Media for Customer Service

About one in four (23 percent) of U.S. internet users have used social media for customer service purposes, but it’s the preferred channel for a very small minority, reveals new data from American Express.

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4 Ways That #Twitter Influences Holiday Purchase Decisions

4 Ways That #Twitter Influences Holiday Purchase Decisions

More than half of Twitter users say that promotions that they hear about on the platform motivate them to purchase, reveals a new study.

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Just 15% of Marketers Think Social Media Software is Useful

Just 15% of Marketers Think Social Media Software is Useful

If there’s one thing that the internet has given us in spades it’s data. There’s so much data, in fact, that we need software to make sense of it all so we can drive our marketing campaigns forward.

But which digital tools actually convert these metrics into actual return on investment (ROI)?

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Pinterest, Instagram Growing Faster Than Twitter, Facebook

Pinterest, Instagram Growing Faster Than Twitter, Facebook

Tumblr, Pinterest and Instagram are growing faster than any other social platform in the past six months, reveals new data from GlobalWebIndex.

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This is How Much Time we Spend on Social Networks Every Day

This is How Much Time we Spend on Social Networks Every Day

How much time do you spend each day on Facebook?

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From #Facebook and #Twitter to #Instagram and #Ello: The Most Popular Social Networks

From Facebook and Twitter to Instagram and Ello: The Most Popular Social Networks

Facebook is the most popular social network in the United States, with its 74 percent penetration rate more than double that of second-placed LinkedIn.

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Facebook and Google Dominate Social Logins Worldwide (Twitter’s Share Just 7%)

Facebook and Google Dominate Social Logins Worldwide (Twitter's Share Just 7%)

Facebook and Google account for 8 in 10 social media logins around the world, reveals a new study.

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The 10 Biggest Challenges Facing Social Media Marketers

The 10 Biggest Challenges Facing Social Media Marketers

Assessing the effectiveness of their social media activities is the number one challenge facing social media professionals worldwide, reveals a new study.

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73% of #Twitter Users Shop Online Each Month

73% of Twitter Users Shop Online Each Month

More Twitter users shop online each month that their counterparts on Facebook, reveals a new study.

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