customer service facts Archives

15 04, 2016

46% of online consumers expect businesses and brands to provide customer service on Facebook.

Ross Clurman2016-04-15T23:44:16-05:00April 15th, 2016|

Source Click to Tweet

12 04, 2016

23% of online reviews posted to Yelp are reviews about retail shopping businesses.

Ross Clurman2016-04-15T23:39:32-05:00April 12th, 2016|

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12 04, 2016

43% of small businesses spend 6 or more hours per week on social media.

Ross Clurman2017-05-18T17:05:56-05:00April 12th, 2016|

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9 04, 2016

The average cost of handling a customer service issue via inbound phone call is between $6 and $8. The average cost of handling a customer service issue via social media, is less than $1.

Ross Clurman2016-04-09T06:39:23-05:00April 9th, 2016|

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9 04, 2016

Big brands on social media (10,000 or more followers) ignore an average of 93% of posts and messages.

Ross Clurman2016-04-09T06:38:42-05:00April 9th, 2016|

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9 04, 2016

Even accounts with fewer than 1,000 followers still ignore 4:5 customer queries on social media.

Ross Clurman2016-04-09T06:37:46-05:00April 9th, 2016|

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9 04, 2016

The response times to those messages have also increased from an average of 10.9 hours to 11.3 hours (from when the message was first received).

Ross Clurman2016-04-09T06:36:52-05:00April 9th, 2016|

Source Click to Tweet

9 04, 2016

The number of social media messages sent to companies on Twitter or Facebook that required a response from the company grew by 175% in the past year (2013).

Ross Clurman2016-04-09T06:36:08-05:00April 9th, 2016|

Source Click to Tweet

9 04, 2016

Only 1% of consumers feel that vendors consistently meet their expectations.

Ross Clurman2016-04-09T06:35:06-05:00April 9th, 2016|

Source Click to Tweet

9 04, 2016

80% of businesses believe they deliver a “superior [customer] experience” to their customers, but only 8% of customers agree.

Ross Clurman2016-04-09T06:34:12-05:00April 9th, 2016|

Source Click to Tweet

46% of online consumers expect businesses and brands to provide customer service on Facebook.

23% of online reviews posted to Yelp are reviews about retail shopping businesses.

43% of small businesses spend 6 or more hours per week on social media.

The average cost of handling a customer service issue via inbound phone call is between $6 and $8. The average cost of handling a customer service issue via social media, is less than $1.

Big brands on social media (10,000 or more followers) ignore an average of 93% of posts and messages.

Even accounts with fewer than 1,000 followers still ignore 4:5 customer queries on social media.

The response times to those messages have also increased from an average of 10.9 hours to 11.3 hours (from when the message was first received).

The number of social media messages sent to companies on Twitter or Facebook that required a response from the company grew by 175% in the past year (2013).

Only 1% of consumers feel that vendors consistently meet their expectations.

80% of businesses believe they deliver a “superior [customer] experience” to their customers, but only 8% of customers agree.

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