Now more than ever, customers are channeling their issues through social media.
Just to show you how high the stakes are, here are some key stats related to social customer service
- 1 in 3 social media users prefer social media customer care services to telephone or email
- An estimated 67% of consumers now use social media networks like Twitter and Facebook to seek resolution for issues
- Customers spend 20-40% more with companies engage and respond to customers via social media
- Nearly 70% of consumers have said that they have used social media for issues to do with customer service on at least one occasion
To further underline the important of social customer service, this infographic by GO-Globe highlights some key stats and trends that marketers need to be aware of.