8 Facts You Didn't Know About Social Customer Service

8 FACTS YOU NEED TO KNOW ABOUT SOCIAL CUSTOMER SERVICE Sponsored by: CustomerService In The Cloud A Community of Customer Experience Professionals HAVE YOU EVER USED SOCIAL MEDIA FOR CUSTOMER SERVICE? WHAT CUSTOMER SUPPORT CHANNELS ARE YOUR ORGANIZATIONS USING? 14% NO PHONE 38% EMAIL 33% 86% YES CHAT 29% Source: CSinthecloud.com WHAT WAS YOUR NEVER NEED SUPPORT EXPERIENCE WITH A SOCIAL EXCELLENT NETWORKING SITE'S CUSTOMER SERVICE? POOR 75% 25% 0% Source: CSinthecloud.com DO BUSINESS WITH A COMPANY THAT DOESN'T PROVIDE SOCIAL 67% WOULD 33% WOULD NOT CUSTOMER SERVICE ÖVER TWITTER OR FACEBOOK. Source: CSinthecloud.com THE RULE OF ONLINE COMMUNITIES 70% LURKERS (i.e., read or observe, but don't contribute) 20% COMMENTATORS 10% CREATORS WHAT DO YOU THIN YES INO Edit or rate content but don't create content of their own. Create content of their own Source: Socious.com When Social Support Fails, It Costs. O 40% OF CUSTOMERS PICK UP THE PHONE AND CALL CUSTOMER SUPPORT. EACH CALL COSTS YOUR COMPANY $15. O 25% VISIT YOUR WEBSITE AT A COST OF .25¢. O 17% SEND AN EMAIL, EACH ONE COSTING YOUR COMPANY $3. O 15% CHAT WITH AN AGENT ONLINE. EACH INTERACTION COSTS YOU $5. O LUCKILY JUST 2% RESORT TO VISITING A RETAIL BRANCH BECAUSE THAT COSTS YOU $20 PER VISIT. Source: ClickFox.com 70% OF CUSTOMERS TWEET BACK AFTER INITIAL OUTREACH TO A COMPANY ON SOCIAL NETWORKS. Source: TimeWarner Cable WILL GOOGLE PLUS BE A GOOD CUSTOMER SERVICE & SUPPORT CHANNEL FOR YOUR COMPANY? YES NO NOT SURE 8+ +1 36% 27% 36% Source: Customer Service in the Cloud www.CSinthecloud.com Source: CSinthecloud.com