Customer Service Via Social Media – It’s The Future!!!! (Actually, It’s The ‘Now’!)

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More and more businesses are using social media as a channel for their customer service processes, and it’s growing! According to a new report from Sword Ciboodle, a customer service provider, and thinkJar, a customer service consulting firm, 75% of the businesses that took part in a recent study said that they were using social media outlets in one way or another. Of those, 59% of them have adopted Twitter and 60% have adopted Facebook, and close to 85% of those businesses that use one of those sites actually use both of them.

Interestingly, it’s the larger organisations that have adopted these channels quicker. 40% of businesses with more than 1000 employees have been using social media for customer service for the past two years. 53% of those with between 100 and 500 employees have begun to use social media in the past 12 to 24 months.

Apparently 35% of smaller businesses haven’t got around to trying social media for customer service yet – suspect that they might need to start soon.

This is reinforced by the findings in the report that highlight that 71% of customers go online first whenever they have a problem with a product – don’t think this social media stuff is going away!

1 COMMENT

  1. Hi Andy
    The fact that larger companies are turning to Twitter doesn’t mean it’s the right service option for them, or the customer. I still have grave doubts as to the scalability and real engagement options that Twitter can provide. Sure, it can help communicate service outages – but can you really deliver a rich, secure, scalable service experience?

    I don’t think so.

    Mark

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