Very Few Users Prefer Social Media for Customer Service

Very Few Users Prefer Social Media for Customer Service

About one in four (23 percent) of U.S. internet users have used social media for customer service purposes, but it’s the preferred channel for a very small minority, reveals new data from American Express.

For simple customer service enquiries, just one in 20 (5 percent) prefer social media to other channels. And for difficult enquiries that number drops down to just 3 percent.

Contacting someone through the company or website was the first port of call for simple enquiries for 36 percent of users, while almost half (48 percent) preferred speaking with a real person on the telephone for difficult service problems.

Automated telephone calls, face-to-face, online chat, smartphone apps and even text messaging all out-scored social networks in at least one category in the poll.

Very Few Users Prefer Social Media for Customer Service

(Source: eMarketer.)