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MORE THAN 1 MILLION PEOPLE view tweets about customer service every week.
ROUGHLY
80%
of customer service
tweets are negative or critical in nature.
SOCIAL CUSTOMERS NO LONGER LISTEN TO COMPANY MESSAGES; THEY’RE LISTENING TO PEERS INSTEAD. THE POWER HAS SHIFTED FROM BRANDS TO THEIR CUSTOMERS.
22%
22% of customers expect same-day
responses.
29%
29% of customers expect responses
within 2 hours.
TWITTER
81% of Twitter users
81%
expect same-day customer service
responses.
22% of Twitter users
22% expect responses
within 2 hours.
30% of Twitter users
30% expect responses
within 30 minutes.
AN SOCIAL MEIDNIA HTASIPMROVAIDETD E CONNECTION AMONG ALL CONSUMERS.
CUSTOMER SUPPOR BUSINESSES?
UNFORTUNATELY, MANY ORGANIZATIONS S BELIEVE IN THE AUTHORITY OF THE SOCI
60%
of companies don't respond to customers via social media, even when asked direct questions.
FACEBOOK
46%
46% of customers want to engage with brands via Facebook to solve
problems. 39% of them are looking to give feedback about
products or services.
SOCIAL CUS THE UNDENIABLE AUTHORITY OF THE
THE DAWN OF THEDIGITAL
along with the explosive growth of social media, has forced the evolution of customer service. With it came the rise of a new customer—one who has been known to topple even the most respected of brands.
…WHICH HAS CHANGED EVERYTHING BUSINESS OWNERS THOUGHT THEY KNEW ABOUT CUSTOMER RELATIONSHIPS.
EXPECTATIONS
ARE HIGH. Intoday'sageofconstant
connectivity and instant solutions, the Social Customer demands immediate assistance at any hour of the day.
THAT’S MORE THAN HALF OF 20%
THE 2.4 BILLION INTERNET USERS ACROSS THE WORLD.
TODAY’S SOCIAL CUSTOME
LISTENING TO PEERS
RESEARCHING HEAVILY ONLINE
POSTING COMPLAINTS ON SOCIAL MEDIA
On average, 1 SOCIAL CUSTOMER will tell 42 OTHER PEOPLE about a company.
88%
88% OF CUSTOMERS are in uenced by reading reviews.
HOW DOES THIS SHIFT IN AUTHO
7 OF THE TOP 20
retailers have even
erased customer questions on their Facebook pages.
BUT THEY’RE PAYING FOR IT
88% of consumers are less
88%
likely to buy from companies that ignore complaints and
Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers.
T H E THIS NEWFOUND AUTHORITY IS KNOWN AS SOCIAL
WHO IS THE SOCIAL CUST
THE SOCIAL CUSTOMER TOUC NEARLY EVERY CORNER OF T
AT LEAST 20% OF THE WORLD’S POPULATION USE Байду номын сангаасSOCIAL MEDIA.
questions on social media.
MONEY SHREDDER
ONLY 17% of consumers
who had negative service experiences recommend those
17%
companies in the future.
THE MOST SOCIALLY PROACTIVE COM SEE SOLIDRE SULTS: