6 Statistics About Social Media and Customer Service You Must Know.

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6 Statistics About Social Media and Customer Service You Must Know.

People always say social media has changed the way businesses and brands connect and communicate with their customers. Here are some of the relevant statistics that shows how crucial social media is for the brands today.

  1. Research from JD Power finds that an estimated 67% of consumers now tap networks like Twitter and Facebook for customer service.
  2. Further, Nielsen has found that 33% of customers even prefer to contact brands using social media rather than the telephone.
  3. In fact, 32% percent of internet users said that voice or phone was the most frustrating customer service channel, according to a survey from Aspect.

As a result, although phones continue to be the most popular device for customer service, your customers might be using them to Tweet instead of call.

  1. According to Twitter, customer service interactions over Twitter have increased 250% in the last two years and B2C companies are responding to about 60% of Tweets directed at their service accounts.

And Volumes on social aren’t the only reason you need to respond and resolve on social media.

  1. According to the site Convince and Convert, answering a social media complaint increases customer advocacy by as much as 25%.
  2. And as for the expected time of response, another research from Convince and Convert found that 32% of customers expect a response within 30 minutes and 42% expect a response within 60 minutes.

This shows you that whether in-store or online, fast responses are an essential part of meeting customer expectations for social care.

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