Social Customer Service Means Revenue And Loyalty [Infographic]

Social Customer Service

Lets start by saying that customer service has always been key factor to drive repeated business and build customer loyalty.

What has changed in recent years is the communication vehicle the customer has adapted to voice their demands. The companies that successfully reinvent, are taking their customer service departments to the next level, lowering costs, reducing response time and solving issues publicly. The companies that refuse to become social are ignoring those claims and failing to see greater business opportunites.

This Infographic from Ambassador shows how the customer has established new rules and expectations for customer care and how new behaviors have been adapted.

But the consumer is not only expecting easier and faster solution to their concerns, they also compensate with their loyalty.

Here are some of the most interesting facts presented:

  • 33% prefer to contact a company via social media than by phone
  • 48% will leave the company website if they don’t receive assistance
  • People that receive good service will spend 21% more

The recommendation engine is also affected by customer service:

  •  71% of customers that receive good service are likely to recommend that company
  • While only 19% of customer with a bad experience will still recommend it

Customers will always have issues with products and services, the difference today is that those concerns are voiced through social media and, if you’re smart, you’ll see this as a great opportunity to increase business and build loyalty.

Now let me ask you…

No matter how big or small your company is, how are you changing your customer service strategy? Share your experience in the comments below.

Social Customer Service Means Future Revenue And Loyalty

Infographic courtesy of Ambassador.

  • Deep Kaur

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  • Lise Winther-Rauman

    Hi

    Thanks for an interesting read.

    I think the title is a bit misleading though or at least are missing some important details. I.e. it is stated that:

    “People that receive good service via social media will spend 21% more”

    This is really a positive outcome but what about the customers receiving service the old fashion way (by phone) how much will they spend?

    The same question also goes for the 70% loyal customers that received assistance through social media.

    The head article further states that:

    “33% prefer to contact a company via social media than by phone”
    and
    “36% who asks for customer service via social media have reported receiving effective service”

    33% still seems a bit low to me. But why do you think that is? Maybe it is a matter of age and habits. Perhaps this number will increase naturally as generations change? I also keep coming back to why only 36% are happy with the service they received through the social media and if this number is normal compared to the old fashion way of service.

    No doubt that customer service is moving to the social media scene. From a personal perspective I guess I really don’t care if I talk to someone or if I email or chat. My biggest concern is getting the problem fixed fast – and so I really think you nailed it with your recommendations for the companies pursuing to engage in social media customer service. I might add a little note that I would also prefer as a customer. It might seem silly; but maybe a little green light or some sort of indication that the “service provider” is actually attendant at her desk would be nice – just so I don’t waste my time trying to write her if she is not there right now and I could have called someone instead.

    Again thanks for a good read!