Social Media Only Plays A Small Role In Customer Service, Say Business Leaders [STUDY]
While almost three-quarters (71.2 percent) of companies use social media for customer support, and 87.5 percent have seen a positive impact from these channels, platforms such as Facebook and Twitter are still a small part of the total support structure for business leaders worldwide, reveals a new study.
Sixty percent of companies handle less than 10 percent of customer service issues via social media, with less than one in five (17.7 percent) handling a quarter or more of all support enquiries via these networks.
These findings come courtesy of SAP and Social Media Today’s The Social Customer Engagement Index 2012: Results, Analysis And Perspectives report.
The same study also revealed that Facebook (86.2
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