For the full eBook on the top 50 Customer Service Statistics, Trends, and Quotes for Social Media visit fonolo.com

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CEO’s forecast that social media
will make up 57% of their
engagement methods with
customers, up from 16% today.
Source: IBM Global CEO Study

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2Top 4 reasons people use social
media for customer service are:
1. To get a response from the company about a service issue – 50%
2. Praising a company for great customer service – 48%
3. To share customer service experiences with others users – 47%
4. Complaining about a poor customer service experience – 46%
Source: American Express Customer Service Barometer 2012
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3
Social media adoption in the
contact center is currently 19%,
and is expected to grow by 23%
in the next 12 months, more than
any other technology.
Source: Dave Kellogg, Senior VP at Salesforce.com
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