Forty-seven percent of all social media users have used their networks to get customer service from a company, with usage as high as 59 percent among 18-24 year olds, according to a new study from NM Incite. Almost one in three social media users said they preferred to contact a company that way, and companies have learned to respond in kind. The findings represent a sea change in how consumers communicate with brands. A few years ago, social media-based customer service was still seen as a niche channel.
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Companies Quake Under Social Sword of Damocles
Posted by: Erika Morphy October 29, 2012 05:00 AMForty-seven percent of all social media users have used their networks to get customer service from a company, with usage as high as 59 percent among 18-24 year olds, according to a new study from NM Incite. Almost one in three social media users said they preferred to contact a company that way, and companies have learned to respond in kind. The findings represent a sea change in how consumers communicate with brands. A few years ago, social media-based customer service was still seen as a niche channel.