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Social Media: Facebook and Twitter are Becoming Staples of Customer Support and Service
59 percent of organizations are using Twitter as a tool for customer service and support. Almost the same number, 60 percent, are using Facebook. Generally, organizations that use one of these two social media channels also choose to use the other. In fact, 85 percent of organizations using social media use both Twitter and Facebook. That’s the results of a report by research group thinkJar on behalf of Sword Ciboodle.
The thinkJar report found that the larger the customer support group within the organization, the more likely that the organization has adopted some form of social media to support its operations. For example, 40 percent of organizations with more than 1000 support representatives have been using social media as a tool, on average, two years. 53 percent of smaller organizations have made efforts over the last two years to implement social as an element of their support.
56 percent of organizations say that they’ve implemented social, based on feedback and requests to do so from their customers. And 40 percent decided to start using social media mainly because they felt that it was necessary to have in place to keep up with their competitors.
Why are organizations adopting Social Media? Four key benefits of using Social Media as a tool for Customer Support and Service are:
- Increased Customer Satisfaction
- Aligns Customer Expectations
- Build Customer Loyalty
- Reduce Costs of Customer Service
Esteban Kolsky, principal and founder of thinkJar, said that “the direction social channels is headed when it comes to customer service is fascinating and a true ‘game-changer’ for businesses. The trick is to truly understand how to navigate this hyped-up, yet semi-mysterious ‘customer service frontier.’ This research report is a must-have for all organizations who want to really know where to go with social in customer service.”
