Social Media Extends Your Customer Service
Your business needs to be where your customers are. For many, that means social media sites like Facebook, Twitter and Pinterest. The average Facebook user spends 405 minutes on the site each month. That adds up to 81 hours a year! In the past year, daily social mobile usage climbed from 54% to 60%.
Social media has emerged as an important channel for customer service, with nearly half of U.S. consumers reaching out directly to brands and service providers to voice their satisfaction or complaints, or simply to ask questions. In fact, one in three social media users say they prefer to use social media rather than the phone for customer service issues.