Social Customer Service, October 2012 [CHART]

Chart - Social Customer Service

Of the 71% of businesses that claim to use social media for customer service, 87.5% (and 62.1% of businesses overall) have realized a positive impact, according to October 2012 findings by SocialMediaToday, in cooperation with SAP and the Pivot Conference. About 3 in 10 of those companies using social for customer service claim a very positive impact, while only about 1 in 10 report no noticeable impact at all. However positive the returns, though, less than 1 in 5 handle 25% or more of customer service issues via social media. A plurality (41.2%) handles less than 5% of their customer service issues via the channel. Read the rest at MarketingCharts.