5 Key Benefits Of Social Customer Service


Originally published at SocialBusinessNews.com

Last week, thinkJar and Sword Ciboodle released a whitepaper, We Are Social: The State of Social Customer Service, and in it identified the top 5 primary benefits of social customer service:

  1. Increased Customer Satisfaction
  2. Meet Customer Expectations
  3. Intangible Benefit
  4. Increased Loyalty
  5. Reduced Cost of Customer Support

Other benefits included increased revenue and deflected phone calls coming into the call center.

One data point that I found interesting is that a little over 20 percent of those surveyed reported that they are not using social channels just yet.

Other interesting findings that came from this report include:

  • 35% of organizations between 100 – 500 agents have not started to implement social customers service
  • 40% of those organizations with more than 1,000 agents have deployed social customer service for the past 2 years
  • Two thirds of organization that are piloting social customer service are doing so with no defined process
  • 59% of organizations have adopted Twitter as a channel for social customer service; and 60% have adopted Facebook


The Creative Marketer Newsletter ↓

Divergent takes on marketing, advertising, creativity, and art.