STUDY: What Facebook Users Want Out Of Brands In Terms Of Customer Service
What are the expectations of users of Facebook and other social networks when they communicate with brands via those channels? Customer-engagement-solutions provider Accent Marketing Services surveyed more than 1,000 U.S. Internet users to find out.
What are the expectations of users of Facebook and other social networks when they communicate with brands via those channels? Customer-engagement-solutions provider Accent Marketing Services surveyed more than 1,000 U.S. Internet users to find out.
According to Accent:
- 72 percent of respondents only want to interact with brands when they comment via social media channels.
- 82 percent use Facebook to communicate with customer-service representatives.
- Two-thirds use Facebook to locate deals and promotions, and that figure jumps to 80 percent for baby boomers.
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