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Social customer service is a new way consumers are expressing their feelings towards a particular brand’s customer service.
While some may still browse on product pages for customer reviews, many have moved over to the social media platforms to seek more personal advice. According to the Customer Service in Social Media infographic, a whopping third of people venture to comapanies’ Facebook pages to ask product-related questions while 10% use Twitter for product information. Business homepages are often more formal and often require users to sign up, which often dissuades consumers from asking any questions and phone methods are also discouraging since callers get placed on hold for seemingly indefinite periods.
While homepages shouldn’t be neglected, consumers spend approximately 20 to 40% more on companies that engage with them via social networking sites.