The social help desk may just be a game-changer for your business. An increasing number of customers are turning to social media site for real-time customer service.
There’s one thing I hate the most about customer service, and that’s having to wait for an answer. It’s not uncommon to be waiting for a couple of days or even weeks before you get a response. Being able to offer real-time support is a massive advantage to satisfy your customers in a swift manner, but will also give you an insight into the needs of your customers right NOW.
I’ve got a really cool infographic for you below that makes the case for the social help desk.
Here are some of the most striking points:
50% of customers give a business 1 week before dropping the issue
48% of consumers combine social and search when making a purchasing decision
59% of businesses respond to positive comments
2/3 of customers didn’t receive a respond from the company about a Twitter complaint
43% cancelled a transaction due to poor customer service
Customers who use social media will:
Tell 42 people about a good experience and 53 people about a negative experience.
Do you currently use your social media for customer service? Do you respond to every positive and negative comment on your social media accounts? Comment below and let me know.