VOTE: How Is Customer Service Via Facebook?

By David Cohen Comment

Customer-relationship manager Conversocial recently conducted a study on expectations for customer service via Facebook and other social media, and it found both high hopes for the medium and gaps in its execution to date.

Conversocial‘s findings included:

  • 50.7 percent of consumers use social media to communicate with companies.
  • 78 percent of respondents believe social media will either become the dominant way for consumers to communicate with companies, or it will replace other methods altogether.
  • If ignored by brands on social media sites, 45 percent of respondents said they would be angry, and 27.1 percent said they would no longer deal with the company.
  • If their questions on a brand’s page go unanswered, 88.3 percent of respondents said they’d be either somewhat less likely or far less likely to buy from that brand.
  • When asked what their overall satisfaction level was with the way companies use social media to communicate with customers, 59.6 percent of respondents were optimistic about future developments, but only eight percent were thoroughly satisfied; 32.4 percent who classified their overall experience as poor or very poor.

We’re curious to know what you think about any customer service experiences you’ve had via Facebook. Some think that social media will be the predominant means for companies to connect with customers in the not too distant future — will that benefit individuals or harm brands? Please participate in the poll below and remember to check back to see how others are voting. Share your rationale with us in the comments section beneath this post.