47% of American social media users aged 18 and older have used “social care,” finds NM Incite in a new report. That figure, unsurprisingly, is highest among younger groups, with 60% of 18-24-year-old females and 57% of males of that age accessing customer service through a social media platform. And although the use of social media for customer service drops among more mature groups, around 3 in 10 social media users aged 65 and older report having used social care.
According to recent survey findings from SocialMediaToday, in cooperation with SAP and the Pivot Conference, 71% of businesses claim to use social media for customer service, and 87.5% of those have realized a positive impact from doing so. Read the rest at MarketingCharts.