Are you using social media yet?

Published on 16 June 2011 by in Latest News

social media customer service Are you using social media yet?

It seems that customer service teams across the United Kingdom are becoming more aware about the benefits of using social media for their business. Take the recent survey by ProtoCall, which asked contact centre leaders about their opinion of social media; 67 per cent of those questioned said they were using, or were planning to use, social media in order to improve communication with customers.

The same poll found that one in five were already using social media in their communication strategies, while only one in six were not planning to utilise contact channels like Twitter and Facebook.

More promisingly, 42 per cent said they would be planning to increase their investment in social media over 2011, while 29 per cent said they planned to maintain their 2010 spend over the next year. But the investigation also discussed the reasons why these call centre leaders were choosing to embrace these new channels (25 per cent of respondents said they were using sites like Twitter and Facebook in order to increase customer engagement).

Here at numero, we’re glad to see that more contact centres are waking up to the benefits of using social media platforms. But, are customers reciprocating, using the channel to communicate with businesses for their own personal benefit?

Some interesting research from InboxQ suggests they do. The company, which analysed how successful Twitter users were in getting questions answered by companies, surveyed over 1,800 users; 62 per cent of respondents said that they have received a response from a business account after posting a query. The investigation also found that 59 per cent of Twitter users would be happy to receive correspondence from companies regarding a question.

Promisingly though, the survey discovered that 75 per cent of users had positive experiences with correspondence from companies on Twitter, with 80 per cent of individuals trusting the answers they were given.

The final two statistics from this particular survey should be interesting to anyone keen to understand the return of investment in these contact channels. 59 per cent of respondents said that they were more likely to follow a business that answered their questions of Twitter, while 64 per cent said they were more likely to make a purchase from a business that engaged with their queries.

The question you’ve got to be asking is, ‘are we using social media yet?’

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