30% of Big Brands Now Have Customer Service on Twitter

Posted on September 16th 2013

30% of Big Brands Now Have Customer Service on Twitter

Customer Service

The two things that customers want most often when they follow businesses on social media are discounts and social care (unless you believe the study that I wrote about earlier today that says people just want to feel closer to their businesses). Some of the statistics in this infographic are probably a little misleading (starting with the 30% number in the title – 30% of who?), but it clearly shows that customers want social care, people increasingly prefer social care over traditional care, and offers some best practice tips on how to provide social care effectively and efficiently.

I’m curious to know your thoughts on this one or about the state of social care in general.

Social Care Infographic
Photo by Gina Collecchia (moog customer serviceUploaded by clusternote) [CC-BY-2.0], via Wikimedia Commons
Inographic by Sentiment
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Jim Dougherty

I write and shepherd content on Leaders West. I write about how smaller businesses can leverage social media to their advantage (and some other stuff).

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Comments

navneetsau
Posted on September 16th 2013 at 4:14PM

Awesome inforgraphic Jim. Thanks for sharing your valuable thoughts. Twitter is an amazing platform to do customer service if used properly, but best customer service depends on some major factors i.e. quick response, activeness, politeness and many others. I have seen many online business using twitter for their happy customer to to solve their issues and remain them up-to-date about the products and services and upcoming releases.

Belinda Summers
Posted on September 17th 2013 at 6:11AM

Whether you are a corporation or just a small firm, it is imperative that you have social customer service. Firms need to understand that almost 80% of consumers have online presence. They share and shop online and they expect you to be there as well.