Customer service is a huge part of any business. Bad customer service can result in a lost customer; in fact, 800 out of 1,000 people surveyed said they did not make a specific purchase due to bad customer service. Additionally, consumers are twice as likely to tell their peers about a bad experience than a good one. Customer service, like many other business operations, is going social.
Eighty-percent of companies plan to use social media for customer service as we head in to 2013. With 47 percent of consumers seeking customer service through social media and 30 percent stating they prefer social media over the traditional phone method of customer service, it’s no wonder businesses are making the move. Can they really afford not to at this rate?
Consumers are also turning to social media to find out more about the company itself. More than 15 million people refer to social media before they make a purchase, and more than 23 million discover a new brand through social media. In 2012, more than 64 percent of Americans said that social media influenced their buying decisions – a number that has doubled from the previous year. Chances are, you yourself have turned to social media at some point during your buying process.
Check out this infographic presented by ClickSoftware to find out more about how social media is changing customer service.