Nearly nine in 10 US companies with 100 or more employees will use social networks for marketing purposes this year.
Social networks were hardly ever the preferred channel for making customer service inquiries.
23% of US internet users have used social media for customer services purposes at some point.
Almost 9 in 10 enterprise organizations agree that their social media presence is important to stay competitive.
71% of those who experienced a quick and effective social customer service say they are likely to recommend a brand or company.