How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) [INFOGRAPHIC]

You go online, right?

You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone.

But brands still have work to do.