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Posts Tagged ‘customer service infographic’

The Brand That’s Best At Performing Customer Service On Twitter [INFOGRAPHIC]

The Brand That's Best At Performing Customer Service On Twitter [INFOGRAPHIC]

After reviewing more than 40,000 tweets to gauge how well top U.S. brands use Twitter as a customer service channel, leading social customer service platform Conversocial released an insight-packed report titled “Tweet, Email or Call: Which Brands are Re-directing Social Media Complaints to Traditional Channels.”

The report found that 76% of conversations between customers and brands ended completely after the brand suggested the customer switch channels to either email or phone, and 19% of customers said they had already tried the suggested channel or strongly preferred addressing their issue via social media. Not only that, but brands then ignored 42% of customer tweets when the tweeter didn’t want to switch to phone or email.

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How Fast Do Consumers Expect A Brand To Respond On Twitter Vs. Facebook Vs. Email? [INFOGRAPHIC]

How Fast Do Consumers Expect A Brand To Respond On Twitter Vs. Facebook Vs. Email? [INFOGRAPHIC]

Just how important is great customer service?

This infographic by KISSMetrics examines the impact customer service has on businesses, plus consumers’ differing expectations on social media platforms like Twitter and Facebook vs. online forums and email.

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Customer Service Is Going Social [INFOGRAPHIC]

Customer service is going social. A recent study revealed that 80 percent of companies plan to use social media for customer service by the end of 2012, and 71 percent of users who receive positive customer support through a brand on a social channel go on to recommend them to their friends.

More than 23 million people discovered new brands through social media this year – up from 18 million in 2010 – and 15.1 million refer to social media before making purchase decisions.

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Social Customer Service – The Next Competitive Battleground [INFOGRAPHIC]

Did you know that 58 percent of Twitter users who have tweeted about a bad brand or product experience never receive a response from the offending company?

Social media has changed many things, but it’s perhaps in the field of customer service that the greatest strides have been made. Users are empowered with their own voice, and it’s one that can easily be seen and shared by potentially millions of like-minded customers and fans. In today’s social world, ignoring or downplaying complaints can be a disaster for even the most well-established organisations.

Bottom line: it’s no longer about how fast a business can respond to a customer but how well.

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