64% of companies saw call volumes go down in 2012, which is twice the global average. The document also discusses that the companies polled were ranked #1 in using social media to drive business impact, transform customer experience, drive conversion through owned social channels, enlist customers to help other customers through social support, and enlist customers to share ideas for social innovation. Additionally, the document notes that social goals and strategies were spread evenly throughout the businesses.

15. 64% saw call volumes go down in 2012—twice the global average
#1 in:
• Use of Social to Drive Business Impact—65%
• Use of Social to Transform the Customer Experience—73%
• Drive conversion through owned social hubs—64%
• Enlist customers to help other customers (social support)—82%
• Enlist customers to share ideas (social innovation)—82%
social goals and strategies spread evenly across the business