Social Media Customer Service 101

CUSTOMER SERVICE 101 SOCIAL MEDIA 17% of people expect to be able to use social media for customer service inquiries. Twitter receives 59.3% of social DID YOU KNOW media-based questions and complaints, and Facebook receives 40.7%. LACK OF RESPONSE 59% of questions and complaints Look for questions and complaints - THE FAIL remember to search for on Twitter went unanswered on average across all industries. them with or without the "@" symbol. THE FIX Then treat and track the requests just like those in other platforms. THE BEST SOLUTION Use software that re-routes a Twitter message (based on brand name with and without "@") to a staff back-up if it goes unanswered within a certain time-frame. SPEED OF RESPONSE Create a dedicated customer service handle. Within an hour of posting a product or service complaint on Twitter, 72% of customers Handles have been shown to improve response time by 43%, double (if not more than) the total rate of response, and de-clutter brands' main pages. THE FAIL THE FIX expect a response. 42% expect answers to questions within the hour. Over a million people view tweets about customer service experiences weekly, roughly 80% of which are critical or negative in nature. POOR RESPONSE Only 36% of customers Dedicate a part of your report having their problems effectively solved via social media in a timely manner. THE FAIL customer service team to THE FIX social media. Though 99% of brands are on Twitter, only 30% dedicate a part of their 65% of businesses customer service team to it. report that they do not have a dedicated social media team. DID YOU KNOW THE BEST Build a dedicated social media team, then track and monitor the response times and messages. SOLUTION SOURCES: west

Social Media Customer Service 101

shared by matthewzajechowski on Feb 23
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Ninety-nine percent of brands are present on Twitter, where, within the hour, 72 percent of customers expect a response to complaints and 42 percent expect answers to questions. However, only 10 perce...



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