Consumers are spending more time than ever on social media, with over 1.5 billion users on Twitter and Facebook combined. Customer service organizations face new hurdles in delivering quality social care and are scrambling to catch up.
Companies that get it right stand out from their competitors and reap the benefits. Those who ignore, run the risk of damaging their brand’s reputation – amongst a global audience. In the call center, social media adoption is expected to grow by 23%, more than any other technology.
Why do people use social media for customer service?
- 50% – To get a response about a service issue
- 48% – Praising a company for great customer service
- 47% – To share customer service experiences with others users
- 46% – Complaining about a poor customer service experience
Social media is quickly changing what’s expected in today’s customer service world. As William H. Davidow put it:
The longer you wait, the harder it is to provide outstanding customer service.
This inspired the Fonolo team to track down the BEST customer service stats, trends and quotes for social media – and we compiled the top 50!
Here’s a sneak peak at what’s inside.
Download the full eBook below!