Social customer service stats

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

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

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  • 1. Fonolo · 688 Richmond St West · Suite 204 · Toronto · Ontario · Canada · M6J 1C5 · 1.855.366.2500 Page 4FonFonFonolooloolo · 688688688 RiRichmchmondond StSt WeWestst · S· Suituite 2e 20404040404040404040404040404040404040404040404040404040404 · T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· T· Torooroorooroorooroorooroorooroorooroorooronto · OntOntOntariariario ·o ·o ·o ·o · CaCaCanadnadnada ·a ·a ·a · M6M6M6M6J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1J 1C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5C5 · 1· 1.85.855.35.366.66.25025000 PaPaPagegege 444CEO’s forecast that social mediawill make up 57% of theirengagement methods withcustomers, up from 16% today.Source: IBM Global CEO Study
  • 2. Fonolo · 688 Richmond St West · Suite 204 · Toronto · Ontario · Canada · M6J 1C5 · 1.855.366.2500 Page 52Top 4 reasons people use socialmedia 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#
  • 3. Fonolo · 688 Richmond St West · Suite 204 · Toronto · Ontario · Canada · M6J 1C5 · 1.855.366.2500 Page 63Social media adoption in thecontact center is currently 19%,and is expected to grow by 23%in the next 12 months, more thanany other technology.Source: Dave Kellogg, Senior VP at Salesforce.com#33