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This infographic by ‘Bluewolf’ explains the importance for companies to embrace social media when it comes to client care. Customers are empowered now more then ever to voice their opinions, which can easily spread due to the Internet.
According to this chart, 17 percent of customers would leave a company after just one mishap, while 40 percent would leave after two, and after strike three another 28 percent would leave for a competitor. This equates to 85 percent of business being lost due to poor problem resolution. This is why it is crucial for companies to train and hire employees that are well knowledgeable about the industry, and the companies’ products.
Although the chart indicates that only 13 percent of inbound service requests comes from eService, this sector is projected to increase by 53 percent within the next year. Companies who have not yet tapped into social media are going to fall behind, which is why it is crucial for companies to invest in proper social strategies.