1#                            From 174 organizations, 41%                             indicated that their customer       ...
259% percent of respondents said they regularly use socialmedia to "vent" customer care frustrations. 72% said theyused so...
3                          Customers who posted their experience with a                      contact center in social medi...
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Social Media Stats

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Social Media Stats

  1. 1. 1# From 174 organizations, 41% indicated that their customer service teams were using social tools for external communication and customer management, up from 23% of organizations indicating social use in a similar survey in 2011. Source: Aberdeen - Trends in Customer Service, 2012Fonolo · 688 Richmond St West · Suite 204 · Toronto · Ontario · Canada · M6J 1C5 · 1.855.366.2500 Page 5
  2. 2. 259% percent of respondents said they regularly use socialmedia to "vent" customer care frustrations. 72% said theyused social media to research a companys reputationbefore making a purchase, and 74% choose to do businesswith companies based on the customer care experiencesshared by others online.Source: Society of New Communications Research (SNCR), 2010 Fonolo · 688 Richmond St West · Suite 204 · Toronto · Ontario · Canada · M6J 1C5 · 1.855.366.2500 Page 6
  3. 3. 3 Customers who posted their experience with a contact center in social media and then received subsequent follow-up via social media rated their final satisfaction nearly 20% higher. Furthermore, consumers who ranked their likelihood to recommend the company in these cases increased Source: CFI Group - Call Center Satisfaction Index (CCSI) by almost 15%.Fonolo · 688 Richmond St West · Suite 204 · Toronto · Ontario · Canada · M6J 1C5 · 1.855.366.2500 Page 7

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