Using social media as a customer service tool is a tactic that more and more organizations are utilizing. In 2012, Aberdeen reported that of 174 organizations, 41% indicated their customer service teams were using social tools – a whopping 23% spike from 2011! Social platforms like Facebook and Twitter are commonly used as two-way communication tools for consumers who have questions or issues about your brand.
Purchasers make decisions every day based on social media news feeds and interactions. Brands that participate are not only praised, but reap the benefits of increased revenue and customer loyalty. Customers who communicated with a contact center through social media and then received subsequent follow-up rated their final satisfaction nearly 20% higher than those who received no follow-up and were 15% more likely to recommend that company. Social media is here to stay. Ignoring social customer service can quickly lead to negative word-of-mouth and poor brand perception.