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:
- Increased Customer Satisfaction
- Meet Customer Expectations
- Intangible Benefit
- Increased Loyalty
- 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