Lindsey Witcherley

[60-second summary] Social media customer service

by Lindsey Witcherley on June 20, 2014

How savvy is your business at social media customer service?

Gone are the days when people simply call you up to complain. Customers are using social media to contact companies quickly and publicly, especially if they’ve got an issue they want sorting immediately.

This means that, on social media platforms such as Twitter and Facebook, a delayed response or no acknowledgement can be extremely detrimental: it can be a perfect storm of lost customers and bad press.

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In short, you can’t afford to ignore the customer service aspect of social media

  1. 50% of customers give a company only a week to respond before they stop doing business with them – RightNow Customer Experience Impact Report.

But…

  1. 25% of consumers who complain about products on Facebook or Twitter expect a response within 1 hour – American Express, Global Customer Service Barometer.

And you get more face-time with customers

  1. When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company – Bain & Company.
  1. Consumers 18 to 29-years-old are more likely to use a brand’s social media site for customer service interactions (43%) than to check out their marketing activity (23%). – JD Power and Associates’ Social Media Benchmark Study.

Which means you’re able to sell more

  1. Brand advocates drive 33% more sales and 18% more traffic than regular customers – Zuberance.

So companies are pouring more resource into social customer service

  1. Brands have improved their social customer service response rate on Facebook from just 5% in 2011 to 62% in 2013 – Social Bakers.
  2. 99% of brands are on Twitter, and 30% of them have a dedicated customer service handle – study by Simpled Measured.

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Lindsey Witcherley

This post was written by Lindsey Witcherley

As Inbound Director, Lindsey is responsible for driving overall inbound strategy and marketing automation.

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