While almost three-quarters (71.2 percent) of companies use social media for customer support, and 87.5 percent have seen a positive impact from these channels, platforms such as Facebook and Twitter are still a small part of the total support structure for business leaders worldwide, reveals a new study.
Sixty percent of companies handle less than 10 percent of customer service issues via social media, with less than one in five (17.7 percent) handling a quarter or more of all support enquiries via these networks.
These findings come courtesy of SAP and Social Media Today’s The Social Customer Engagement Index 2012: Results, Analysis And Perspectives report.
The same study also revealed that Facebook (86.2 percent) and Twitter (78.8 percent) are the social networks of choice for customer help, with less than one in four (24.9 percent) utilising a branded online community.
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