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Home » industry research, Infographic, Social Media News

Infographic: Managing social media as a customer service channel

Submitted by on August 27, 2013 – 8:21 amNo Comment

When customers experience a problem with a product, 57% will turn to the internet for help. Of this group, 91% cite online knowledge bases as their first port of call. Then comes social media.

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?

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