Social media is a powerful tool for companies to reach out to customers, but that goes both ways. As we have mentioned many times, your online reputation is a vital part of your company’s success. A whopping 60% of customers who complain on social media expect a response within the hour, so it’s crucial that you nurture those relationships and provide a positive experience for those who might be dissatisfied.
If you aren’t yet using social media for customer service, you aren’t alone. However, the number of companies utilizing this tool is growing and more consumers are expecting it from their favorite brands. Your company has specific needs and goals; keep those in mind, but remember that your customers are the backbone of your business. This infographic, courtesy of Go-Globe provides the latest social media customer service statistics and trends that you should be aware of.