Research highlights how social media customer service boosts loyalty for brands

Published on 20 August 2013 by in Latest News

customer service integration social media Research highlights how social media customer service boosts loyalty for brands

The power of social media CIM has been underlined this week, as new research finds seventy per cent of consumers would return to a business that provides effective social customer service, tending to spend 21 per cent more on average.

The report, from a leading customer referrals expert, also finds 71 per cent of consumers are inclined to recommend a business to their social media connections following a positive social CIM experience. This is in comparison to the 48 per cent of consumers who will leave a brand’s site if they do not hear a response to a social media enquiry.

Unsurprisingly then, 73 per cent of companies have cited customer service as one of the main drivers for investing in a social media strategy, hoping to increase customer loyalty and reduce the burden on call centre staff.

However, reportedly only 36 per cent of social customer service requests are currently being effectively dealt with, suggesting the majority of companies may still be struggling to meet consumer demands via social media.

Partly, this is likely to be a result of the speed at which customer expectations have evolved in the mobile and social era, particularly since 42 per cent of Twitter users now believe brands should respond to their queries within an hour. Understandably, many businesses have been slow to react to this change, but are beginning to recognise the importance of dedicating resources to ensuring customer requests are promptly dealt with.

A more persistent issue though, is the disconnected approach some of these firms have taken to social media CIM, failing to integrate this new service channel with the more traditional options, including telephone and email. Using this isolated approach, brands are unable to monitor each customer across several channels. This means these firms cannot detect situations where consumers issue the same query to numerous channels and may end up significantly increasing their workload by responding separately to each repeated response.

To learn more about effectively incorporating social CIM into the customer service channel mix, contact numero.

numero integrates with CDL to enhance multi-ch...

Customer experience specialist numero has collaborated with software house CDL, to enhance the insurance shopping experience through int...

Press Release: Callcredit Information Group Ac...

Callcredit Information Group, backed by private equity firm, GTCR, has acquired numero, the customer experience management specialist, i...

3 Customer service trends providing great customer experiences

3 Customer service trends providing great cust...

3 Customer service trends providing great customer experiences

Google Buy Now button coming soon

Google Buy Now button coming soon

Google Buy Now button coming soon

1  2  3  4  


© Copyright 2018 numero | All Rights Reserved | Registered in England & Wales 04127933 | Registered Office: One Park Lane, Leeds LS3 1EP | VAT no: GB775249202

numero is part of TransUnion Information Group (formerly Callcredit Information Group). You can find out how we handle personal data across Callcredit Information Group in the privacy centre at: This includes information about how we handle information relating to consumers who make contact with us and our business contacts.