While most businesses have figured out social media as it relates to sales and marketing initiatives, many do not yet understand how to apply it to customer service. And when considering the fact that most service inquiries will be handled through social channels by 2020, businesses must find a way to effectively transfer the responsibility of these customer posts to the individuals best equipped to address them—representatives in the contact center.
Discover 10 reasons your business should consider shifting the responsibility of social media to the contact center:
- By 2020, 90% of customer service inquiries will be handled through social channels
- Within 2-3 years, marketing will tire of handling the bulk of social media traffic, and will dump it on the contact center
- 67% of contact center leaders feel that social media is now a necessary customer service channel
- More people are using social media to vent frustration regarding a bad customer service experience, up from 46% in 2012.
- Social customer care users significantly outperform non-users across all categories:
- Over 1 million people view tweets about customer service every week. Roughly 80% of those tweets are negative or critical in nature.
- Failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers.
- 56% of customer tweets to companies are being ignored.
- 24% of American adults have posted comments or reviews online about the product or services they buy.
- 71% of those who experience positive social care experience are likely to recommend that brand to others, compared to just 19 percent of customers that do not receive a response
