76% of the world’s most “socially devoted” brands believe that social customer service is an ROI driver, and 71% believe the customer service they provide via social media is a cost-saver, per results from a Socialbakers survey. It’s not surprising that the brands that are most focused on social care would trumpet its benefits, but the study goes a little further in examining how these brands are managing their social care efforts.
For the vast majority, social care is provided via multiple channels, with just 16% of the “hundreds of brands” surveyed saying they provide social customer service only on Facebook. Similarly, 87% manage their social customer care internally, with few turning to outside help. Read the rest at MarketingCharts.