Social Media Customer Service Channel Expectations [CHART]

Media_httpwwwemarkete_twfwj

In a Q4 2011 survey of worldwide online consumers, Oracle found that online users valued having a number of pathways to customer service support, including through social media, click-to-call services and instant messaging.

Given Facebook’s dominance of the social media landscape, it should surprise no one that 46% of those polled anticipated that companies would provide customer support through the social network. Expectations for Twitter were significantly lower; only 17% of respondents thought brands would provide support and information via Twitter accounts. Read the rest at eMarketer.

Rate this post