The number of brands and consumers engaging in social customer service continues to rise year on year. Almost 50% of all social media users have used social customer service and 30% of top brands now have dedicated customer service Twitter accounts.
Sadly, the results still leave a lot to be desired, with only 36% of consumers having their issues solved quickly and effectively on social media. That's why we've created this handy infographic, outlining 10 simple steps to brilliant social customer service.
As the industry matures and more brands adopt the technology, processes and attitude required to implement these steps effectively, I hope we'll see social customer service fulfil its potential as a powerful approach to increasing customer retention, customer satisfaction, and ultimately, marketing.
The fact that companies in the UK are currently losing 12 billion every year as a result of poor customer service, combined with the fact that 71% of consumers who receive positive customer care are likely to recommend that brand to others, should be more than enough to make all brands sit up and take notice, but inevitably it is still Marketing that holds the primary budget for social media.
What is needed is a genuinely joined-up approach, whereby Marketing and Customer Service teams work with a shared agenda and pooled resources to achieve what is in the wider interests of the organisation.
You can also read more about integrating social into the contact centre in our latest playbook.