Over the past several years, more companies have turned to social media to provide support for their customers.
And it’s no surprise.
Social media has become one of the first touchpoints for customers who no longer pick up a phone to contact customer support.
I’ve done my share of asking customer support questions on Twitter. And overall, my experience has been good in getting resolutions for my issues.
But can companies do a better job of customer service on social media? Do they have the infrastructure and social customer care policies in place to support scale and improve customer satisfaction?
From poorly handled inquiries to lost revenue, Bloomfire‘s infographic illustrates the challenges faced by companies using social media for customer service.
Additionally, it shows that companies developing an effective social customer care policy can increase customer loyalty and improve customer satisfaction.
Check out the key takeaways from their infographic.
Source: Bloomfire Social Customer Care infographic (PDF).
Social Customer Care Key Takeaways
As more consumers are looking online to resolve customer service issues, companies are increasing their investment in social media. Adopting a social customer care policy isn’t optional anymore—it’s critical to staying competitive and relevant.
Companies have a customer service problem. Eighty percent of companies think they deliver a superior customer experience, while only eight percent of customers agree.
Customer patience is wearing thin. When having to contact a company multiple times for the same reason, three out of four respondents cited being “extremely frustrated.”
Companies understand the importance of social media as a service channel. Sixty-two percent of businesses believe they will lose ground if they don’t adopt social customer service technologies.
The Return on Investment (ROI) of Good Customer Service
- Sixty-eight percent of consumers are willing to spend more with a company they believe will deliver excellent customer service
- When the customer experience is positive, three out of four consumers will spend more money with the same business
- Of those who experience positive social care, 71 percent are likely to recommend that brand to others
Companies That Ignore Social Media Will Suffer
Of consumers who make their frustrations known on the web:
- Only one out of three feel their inquiries are handled quickly and efficiently
- Six in ten will share their dissatisfaction with others
- Eleven percent of brands lost revenue
- Twenty-six percent of brands saw their brands and reputation tarnished by negative social comments
- Fifteen percent of brands lost customers
Social Care Pays
- Sixty-one percent of consumers who received social care were more satisfied
- Fifty-eight percent of consumers said social care increased customer loyalty
- Companies with social care programs experience a six and one-half increase in agent productivity
What about your company? Does it have a social care policy for customer service? If yes, what steps did your company take to create it?