Businesses are increasingly turning to social media to interact with their customers in a service capacity, according to new research, but adoption rates depend strongly on organizational support.
In new research by thinkJar, it’s estimated that for customer service, 59 percent or organizations have turned to Twitter, 60 percent to Facebook, 85 percent that have adopted one, adopted both.
The top five benefits of social customer service, outlined by thinkJar:
- increased customer satisfaction;
- meet customer expectations;
- intangible benefit;
- increased loyalty; and
- reduced cost of customer support.
Learn more about social media’s impact on customer support at destinationcrm.