Social Media Is Revoloutionizing Customer Service

Are you among the 80 percent or the 20 percent? Eighty percent of brands reported they expected to be tapping into social media as a customer service tool by the end of 2012. If you’ve landed in the 20 percent, you could be missing out on millions of opportunities to connect with your consumers.

Take Comcast, for instance. By now nearly everyone’s heard about @comcastcares, which the company started in 2010 with the goal of providing easily accessible service and Q&A to consumers. Today, the @comcastcares Twitter handle has more than 45,000 followers. The picture doesn’t get much clearer than that: Consumers are increasingly expecting to have easy access to their brands, and they’re flocking to social media to do just that.

Despite Comcast’s success with Twitter, Facebook is actually leading the pack in terms of consumer-brand communications. Nearly half of respondents report being influenced most heavily in terms of buying decisions. And about one-third of consumers say they turn to Facebook brand pages when they have a product or service question. Are you missing out on millions of chances to connect with your audience? Learn more about why social is making such a huge impact on consumers. Check out our infographic below!

Social Media Customer Service

This infographic was made by ClickSoftware Field Workforce Management, the leading provider of field service and mobility workforce management.

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