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Social Media Customer Service

Social media has fundamentally changed customer engagement; consumers are increasingly using social channels to connect with companies and get support. As a result, social customer service is now a critical element of best-in-class contact center operations. 

Social media and mobile technology has fundamentally changed customer engagement; consumers are increasingly using social channels and mobile devices to connect with companies and get support. Getting service right with social media savvy, mobile enabled consumers can help a business grow. Recent studies show the dramatic impact social media and mobile technology are making on consumers, consider:

  • 1 in 5 consumers say they have used social media for service in the last year and will pay a 21% premium to companies that provide great service (AMEX) 
  • Social care will increase to 13% as a percentage of contact center interactions from 8% in the next 2-3 years (IDC) 
  • 19% of customers want to be serviced on Twitter (Ovum) 
  • 1 out of every 3 social media users prefer social care to using the phone (Connected Customer) 
  • Mobile users will increase from 174 million to 265 million, by 2016 (IDC) 
  • In the US, the number of people accessing the Internet through PCs will shrink from 240 million consumers in 2012, to 225 million in 2016 (IDC) 
  • Today, 40% of tweets… come from a mobile device (IDC) 

Today’s world-class companies are taking advantage of this fundamental shift in consumer behavior. Your customers’ preferences on how they want to interact with you are also changing – more rapidly than many contact centers can keep up with. The explosive growth of social and mobile are transforming contact center technology. Is your business ready?

This infographic from Five9 highlights key metrics covering the increasing importance of social customer care and the continued use of traditional contact center channel.

social media customer service infographic

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<a href=""><img src="" alt="Social Customer Service Infographic by Five9"  height="3355" width="640" border="0" /></a><br /><a href="">Social Customer Service</a> presented by <a href="">Five9</a>