2 06, 2014

Is It Good To Use Social Media For Customer Service?

2017-05-18T17:05:58-05:00June 2nd, 2014|

To fully understand the rise of social media and how it impacts customer service, one must factor in the fact that in 2010, approximately 25% of businesses used social media for customer service. By 2020, it is estimated that 90% of businesses will embrace social media customer service. Why are more businesses using social media customer service? Because that's what their customers want. In fact, 47% of social media [...]

29 04, 2014

5 Real Reasons Your Business Needs A Social Customer Care Strategy

2017-05-18T17:05:58-05:00April 29th, 2014|

On average, consumers will share a positive experience with roughly 15 people. When consumers encounter bad customer service experiences, however, they tell about 24 people. Social media platforms such as Facebook and Twitter increase the impact of customer service complaints, especially when you consider each of those 24 people can easily spread the word among their own friends and fans. All things considered, one would expect businesses and brands [...]