Customer Service Is Going Social [INFOGRAPHIC]

Brian Wallace President and Founder, NowSourcing

Posted on December 21st 2012

Customer Service Is Going Social [INFOGRAPHIC]

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.

ClickSoftware Service Management Software
Source: ClickSoftware service management software


Brian Wallace

President and Founder, NowSourcing

Brian Wallace is the President of NowSourcing, Inc., a premier social media firm specializing in infographic design, development and content marketing promotion. The company is based in Louisville, KY and works with companies that range from small business to Fortune 500.

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Posted on December 21st 2012 at 4:48PM

Brands and Retailers capitalize on social customer service via #CEM (consumer engagement -- mobile), to offer end-to-end personalization and engagement

Posted on December 23rd 2012 at 8:23AM

I do believe that in order for the company to prosper, there must be a combination of great products and great customer service. Without customer service, it is hard to give customer satisfaction. Giving satisfaction to the customer is one way to retain him. Customer retention will make the company grow and prosper.