Customers are increasingly expecting a greater degree of service on Social Media and it’s becoming imperative that brands strive to achieve this. Today’s infographic from Ambassador looks at the numbers behind this trend and how you can take action.
Some of the key points include:
71% of online customers expect to recieve assistance within five minutes of reaching out to a company
33% of customers would rather contact a company through social media than by telephone
92% of consumers in the UK have left one business for another due to poor customer service
48% of consumers have left a site if they didn’t receive assistance
If customers recieve good service via social media they are likely to spend 21% more
71% of customers who have a postiive experience via social media are likely to recommend the company, only 19% of those who don’t recieve a response would still recommend then
73% of the top-performing companies said customer service was one of the main reasons they engaged in social media
70% of those helped via social media customer service return as future customers
Mike Essex specialises in digital marketing and everything search. A recent project of Mike’s was featured on BBC News, Radio 5Live and the Times here in the UK, whilst also featuring on USA Today and ABC News in the US. He will be writing throughout the month about digital marketing and much more...