Social Media for Customer Service

ANGRY CUSTOMER SPONTANEOUSLY THE DAIL CRAPHIC COMBUSTS CUSTOMER SERVICE: a e eyone AN INVESTIGATIVE REPORT Story on page 7 Everyone realizes the importance of customer service, but not everyone realizes its full impact and true cost. Get the breakdown in this special report. 25.7% When social media doesn't solve customer service issues, people wreak financial havoc. (S20 per interaction) 16.9% Visit Website ($0.50 per interaction) Send Email ($3 per interaction) 1.6% Visit Retail Branch THE COSTS WILL 15.7% Chat with Agent ($5 per interaction) 40.2% SHOCK YOU! Call Customer Service ($15 per interaction) DO YOU CYBER? SPECIAL REPORT DOes ON-HOLD MUSIC contain subliminal messages 2 IN 3 CUSTOMERS willing to use social media for customer service AIRBORNE EPIDEMIC Influence spread by word of mouth HOW INFLUENCED ARE YOU by other consumers' comments about companies? WOULD YOU? 3 in 4 say "YES" 23.9% NO Would you be more likely to use social media for customer 76.1% YES service if you better understood the available tools? SOMEWHAT INFLUENCED 33.5% of customers of customers of customers of customers NOT AT ALL VERY 3.5% 43.1% 19.9% The leader in a new breed of experience analytics, ClickFox maps the complex maze of customer experience journeys formed by interactions at every touchpoint with a company. CLICKFOX.