Social media used for customer service enquiries

Published on 31 January 2012 by in Latest News

retail social media Social media used for customer service enquiries

The majority of consumers use social media as a channel for customer service, according to a new study.

The research from Zendesk, which collated data from several different sources, revealed that 62 per cent of users from sites like Twitter and Facebook had relied on the platform as a customer service channel, contacting companies in order to resolve queries or complaints.

The study also investigated the proportion of different industries contacted via social media. It discovered that 45 per cent of consumers had contacted a retail organisation such as Game or Kitbag via social media sites. Meanwhile, 35 per cent of users had used sites like Twitter or Facebook to contact telecommunications businesses, while 34 per cent had relied on the channel to contact those organisations in the hospitability and travel industry.

Indeed, the research discovered that social media would likely get more attention in the future as a customer service channel; 76 per cent of consumers said they would be more likely to use online social platforms for customer service if they better understood the tools available.

However, recent research from Gartner revealed that only 35 per cent of customer service centres will have social media capabilities by 2013.

Writing about the research, Lauren Fisher from Simply Zesty, commented:

“Now is the time for brands to start catching up and realising that social media isn’t just about the fun, sexy side of marketing but that there is a very real job to be done, to bring customer service up to date to retain and attract new customers.”

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