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Customer Service Is Going Social [INFOGRAPHIC]
Posted on December 21st 2012
Customer support is very important when running a business and when deciding what and where to buy. And it has gradually made its way into the world of social media. About 47% of social media users are "actively seeking" customer service through social media. About 30% say they prefer social media-based service to the traditional phone call.
It is estimated by the end of 2012, 80% of companies plan to use social media for customer service purposes. When given positive customer service through social media, around 71% of consumers will recommend the brand. Not only will customers recommend the brand, those who engage with companies via social media are likely to spend between 20% and 40% more money on those companies.
Last year, 32% of Americans said that social networks influence their buying decisions. However, this year, 64% of Americans said that social media has influenced their purchasing. The top specific industries that use social customer service include health insurance, cable/phone, and utilities. When looking for customer service, don't forget your favorite social media website.