What a difference a few years make in social media. When Social Media Today launched in 2007, we did so with the considerable backing and support of SAP, which continues to this day.
One of our core partnership endeavors has been to report on the state of social business in customer service, a report that we develop with Brent Leary of CRM Essentials.
Now in its fifth generation, the report has found an ever-widening use of social, and more recently, mobile delivery of customer service.
When we last fielded the survey, in the fall of 2013, we found that
- 15% of companies say 25%+ of customer service inquiries are initiated over social channels (35% say less than 5% do).
- 27% say it takes them less than an hour to respond to questions/issues on social channels.
- 14% say their company has been integrating "social" into customer support for more than 4 years.
- 52% say Facebook is the most effective social channel for customer service.
- Twitter follows at 25%, then LinkedIn at 8%.
- Owned communities are most effective for 7%.
It should prove interesting to see if that Facebook answer remains the same in light of their algorithmic changes...and if companies like yours are relying less on their Facebook pages.
Other changes? We'll leave that up to the survey results, which we hope you'll take 10 minutes to answer. This year EY, the consulting powerhouse and SAP partner, is helping to fund the report, which will be made available just in time for Sapphire, SAP's massive conference that is held in May.
Please take part in the survey and help us to better understand the intricacies of customer service, and how to create great customer relationships in a social world. (Bonus: as a thank you for taking the survey we'll be giving away an iPad mini!)
customer service survey / shutterstock