Customer support has made its way into the world of social media with about 47% of social media users “actively seeking” customer service through social media. Ignoring your online service? Beware because about 30% say they prefer social media-based service to the traditional phone call.
It is estimated by the end of 2012, 80% of companies plan to use social media for customer service purposes. When given positive customer service through social media, around 71% of consumers will recommend the brand. Not only will customers recommend the brand, those who engage with companies via social media are likely to spend between 20% and 40% more money on those companies. (Brian Wallace)
More and more people are being influenced by social media as it allows for personal reflections and experiences as opposed to contrived marketing ploys. Check it out!
Innovation IQ 