Infographic: Managing social media as a customer service channel
Thanks to the increasing presence of brands and organizations, the platform has rapidly evolved from a digital space where users connect with friends and family, to a complaints channel where users expect quick responses and on-demand assistance. As the infographic below shows, 37% of consumers are now more inclined to ask for customer service via social media, rather than over the phone, and 80% of Twitter users expect a response within 24 hours.
This demand will only increase, and many brands struggle to keep up, with 40% citing ‘complexity’ as the greatest barrier to multi-channel customer service. As such, the majority of brands (63%) receive only ‘okay’ to ‘poor’ service ratings from their customers.
So what’s to be done? Beneath the wealth of stats indicating how vital social media is as a customer service channel, this infographic from The Connection lays out four key starting points. How many are you implementing?