How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) [INFOGRAPHIC]
What do you do when you have a problem with a brand’s product or service?
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.
WORK SMARTER - LEARN, GROW AND BE INSPIRED.
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