Social media can make or break a brand. An online message from a dissatisfied customer can have a major impact on an organization's reputation. Think of Youp van 't Hek and T-mobile in 2010. With customer service via social media, a company can stay ahead of competitors by being distinctive. But to what extent is social customer service integrated in organizations? And what does it yield them? You can read the answers today in the Infographic Day series .
Demand for better customer service
Bluewolf collected figures from research by Aberdeen, Gartner and International Data Corporation in the infographic below list to data It shows that 87% of customers ask for better customer service. A bad experience with customer service is the reason for 78% of consumers to refrain from purchasing the product or service in question. And 17% even say they will never buy anything from the organization again.
Organizations with good customer service can count on customer loyalty: 28% of respondents indicate that they are committed to the brand or company. In addition, effective customer service influences customer satisfaction and sales. Organizations also save costs with just a 1% improvement in first-line service: an average of up to $ 276,000.
Points for improvement
However, there are areas for improvement. For example, it turns out that more than half of the customers who have voiced a complaint via Twitter have never received a response from the organization or brand in question. The figures also show that only 20% of the Fortune 500 companies on Facebook listen to and interact with their customers. The researchers predict that in 2014, the customer will find this as bad as not answering the phone or responding to emails.
Want to read more figures about customer service via social media? Scroll down to view the infographic. I am curious how Dutch organizations deal with social customer service. Does your organization have a social customer service? And what are your experiences with it? Let me know in a comment!