Consumers’ Use of Social Media for Customer Service

July 10, 2015

This article is included in these additional categories:

Customer Service & Experience | Digital | Social Media

Parature-Consumer-Use-Social-Media-Customer-Service-Jul2015Source: Parature [download page]

    Notes: One-third of US adults (18+) report having ever used social media to ask a customer service question, and 83% say they received an answer the last time they did so, according to results from a Parature survey. That’s a more encouraging result than seen in several other studies that have shown social response rates from brands to be less than ideal, including a recent Socialbakers report that found 74% of questions to be answered on Facebook but just 30% on Twitter.

    Meanwhile, the Parature report finds that consumers are more likely to have used social media to praise (50%) than complain about (38%) a brand’s customer service.

    Overall, though, consumers reported being more likely to regularly use several other customer service channels, led by the phone (81%).

      Related: C-Suite Sees Social Rising In CX Importance

        About the Data: The Parature results are based on a survey of approximately 1,000 consumers ages 18 and older, equally divided between male and female respondents with varying average household incomes.

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