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Posts Tagged ‘social media customer service’

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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Is Your Social Customer Service Ready for the Holiday Season? [INFOGRAPHIC]

Is Your Social Customer Service Ready for the Holiday Season? [INFOGRAPHIC]

Did you know that almost one quarter (23.4 percent) of customers will take to social media to vent frustration if their first channel of support contact doesn’t work out this holiday season?

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Poor Customer Service? 15% of Brits Will Complain Via Social Media [STUDY]

Poor Customer Service? 15% of Brits Will Complain Via Social Media [STUDY]

After a negative experience with a brand or retailer, have you ever taken to Twitter to complain?

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Customers Still Prefer The Telephone, Email And Even FAQs Over Social Media For Support [STUDY]

Customers Still Prefer The Telephone, Email And Even FAQs Over Social Media For Support [STUDY]

Two-thirds of brands say that improving their social media customer service is their most pressing issue for 2014, with six in 10 believing they will lose ground if they don’t adopt social customer service technology throughout the service operations, reveals a new study.

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Twitter Beats Call Centers For Customer Service [SURVEY]

Twitter Beats Call Centers For Customer Service [SURVEY]
The prevailing attitude among customer service providers seems to be that Twitter is a backup to their call center. Sure, it’s handy, but it’s not the primary place that consumers go for support.

However, new surveys beg to differ, and instead point to the growing importance of Twitter as a customer support tool.

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How Social Media Is Transforming Customer Relationship Management [INFOGRAPHIC]

How Social Media Is Transforming Customer Relationship Management [INFOGRAPHIC]

Half a billion tweets are now published on Twitter each and every day, and a huge percentage of these messages are from customers interacting with brands, and vice versa.

Accordingly, social media is transforming customer relationship management (CRM), and consumers expect results: one in four Facebook and Twitter users think that companies should reply to their complaints on social media within one hour, and two-thirds expect a same-day response.

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Customer Service Tips For Social Media Marketers [INFOGRAPHIC]

Customer Service Tips For Social Media Marketers [INFOGRAPHIC]

If you’re a retail brand using social media – or really anyone implementing platforms such as Twitter and Facebook who has a product or service to sell – ensuring that your marketing is on point is not enough. Not if you want to really excel.

You need great customer support. In fact, it has to be world class.

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Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

Did you know that 82 percent of companies believe that they provide superior customer service on social media?

Sounds great, right? Unfortunately, 92 percent of consumers disagree.

Uh oh.

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3 Tips For Effective Social Media Customer Service [INFOGRAPHIC]

3 Tips For Effective Social Media Customer Service [INFOGRAPHIC]

Over the last few years there’s been a huge shift towards using platforms such as Twitter and Facebook for customer service, with one in three social media users preferring to contact companies via these channels than over the phone.

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