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Social Customer Service

SOCIAL CUSTOMER SERVICE How It Relates to Marketing & Building Loyal Customers More than ever, consumers are turning to social media when they experience a problem. Is your company prepared? Data suggests that your company's ability to manage customer service via social can turn complaints into future revenue. And by leveraging social engagement, you can build brand loyalty and turn users into advocates. Read on to understand why social customer service is a compelling opportunity for your company. Customer IV SOCIAL MEDIA of online customers expect 71% to receive assistance within five minutes of reaching 33% would rather contact a out to a company. company through social media than by telephone. 92% of consumers in the UK have left one business for another in the last year due to poor If they don't receive If they receive good customer service. assistance, customer service via social media, they are 48% likely to spend will leave the site. 21% MORE. 36% of customers who ask for assistance via social media have reported receiving effective RECOMMENDED! RECOMMENDED! service. 19% 71% 73% of top-performing companies said of customers who of customers who don't receive a have a positive ff CUSTOMER SERVICE response will still service experience WAS ONE OF THE MAIN recommend the via social media are REASONS TO ENGAGE company. likely to recommend IN SOCIAL MEDIA. that company. Over half of all social users will engage with 9% of all social users will engage with brands several times a month. brands daily. 42% 71% 70% of 16-to-64-year-olds use the Internet to find solutions when they experience of Twitter users expect a of those helped via social company to respond to their customer service return as a enquiry within one hour. difficulty with a product. customer in the future. BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ON YOUR FACEBOOK PAGE %$4 @ Show your hours Outline behavior List your Link to your FB pages Enable the ability of business. rules for users and company's other for different regions or to reply to certain commenters. contact channels. languages. comments. ON TWITTER RESOURCES Be prepared to scale your efforts if you ever have a big issue. Keep your Twitter, customer service, and other service accounts separate from one another. Choose the right avenue of communication. If something needs to be private messaged, don't use the public wall. RULES OF ENGAGEMENT Respond swiftly! Consider using Show some signatures for each representative. personality. SOURCES Ambassador %24

Social Customer Service

shared by Ambassador on Aug 07
A 2013 infographic that explores the nuanced world of social customer service, and customer expectations for customer service online.




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