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Customer Service on Social Media

CUSTOMER SERVICE ON SOCIAL MEDIA 2. Customer Service 1. ADVANTAGES OF SOCIAL Social Media Channels CUSTOMER SERVICE 86.2% Customer Retention -Facebook/Twitter the 78.8% preferred Channels -New customer are 6 and 10 times more expensive than existing ones Branded Online Community -Leads to Customer Loyalty Allow Acting in Real Time 24.9% in -Engagement -Active Listening -Monitoring 3. Response Times Expected response time on Facebook: -Response expected within an hour -43% of customers who obtain an effective Content Dissemination 36 response through social media actively promote minutes -Company News the brand in their environment. Expected response time on -Brand Promotions -42% publicly praise the brand, and spread the word of mouth online to family and friends. Twitter: -Word of mouth Online 30 60 Source: Publisher & Designer: Marquetingquery minutes

Customer Service on Social Media

shared by josecapelo on May 26
Customer service on social media is vital to develop customer retention and achieve long-term customer loyalty. Social networks allow acting in real time, encouraging a meaningful conversation with th...


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