7 Reasons Why we Use Social Media for Customer Service

Earlier today we looked at an American Express study that suggested that less than 5 percent of users prefer social media for customer service enquiries.

However, while it may not be the first port of call, social is still an increasingly popular touchpoint for customers looking for a response from brands, with many turning to Twitter and Facebook after first connecting via their preferred channel (for example, email).

But why?

For 53 percent of respondents to the AMEX poll, praising companies for a great service experience was their top reason for using social media.

Conversely,