A recent survey by TolunaQuick showed that 45 percent of consumers say that they enjoy interacting with brands on social media. Increasingly, consumers are turning to online resources over an 800-number for customer service. The instantaneous, crowd-sourcing nature of social media makes it a perfect tool for customers who are looking for an answer now.
According to a separate survey by The Social Habit, 42 percent of consumers who attempt to contact a brand via social media expect an answer within one hour, and 32 percent want an answer within 30 minutes. But while 48 percent of all tweets sent to companies are customer service questions, only 30 percent ever see a response from those companies.
A Facebook page or Twitter profile may not be a perfect fit for all organizations, but your customers are certainly using social media platforms. The question now isn’t “Are they talking about you?” It’s “What are they saying?”
In the latest episode of Cookerly Unscripted, vice president Lindsay Durfee discusses social CRM and why it’s imperative that businesses pay attention.
To read the white paper mentioned in the video, download “Customers First: Improving CRM in a Social Age.”
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