How is Social Media Use Affecting Customer Service? #smlondon

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Like it or not complaints are unfortunately an inevitable part of business and you can’t keep everyone happy. The way that you respond to them can have a significant impact on the reputation of your company, so it’s important that you handle them with care.

Over the years customer service has made a shift to online, making it quicker and easier for both the customers submitting enquiries and also for the business responding to the issues. People are incredibly vocal on social media, so while your customers can be powerful advocates for your brand if you treat them well and likewise they can just as easily tarnish your good name if they have a negative experience.

This infographic by Legalo examines how social media is affecting customer service.

What are the 5 most complained about products?

  • Payment protection insurance
  • Current accounts
  • Credit cards
  • Savings
  • Unregulated loans

Where are the largest social media communities?

  • There are 1.15 billion users on Facebook.
  • 70% of businesses use Facebook to gain new customers.
  • There are 215 million monthly active Twitter users.
  • 34% of marketers use Twitter to generate new leads.
  • 71% of social media users access it from a mobile phone.

How do companies handle complaints on social media?

  • 6 in 10 companies occasionally receive complaints via social media.
  • 1 in 5 companies claim to respond to complaints within the hour.
  • 1 in 5 say they rarely respond to complaints on social media.
  • 76% of customers expect a response within the hour and if they don’t receive it 6 in 10 will name and shame them on social media.

Why do people complain?

  • 79% do so so that their friends will see.
  • 52% do so hoping that the brand will see.
  • 36% do so in hope that the brand will address the problem.

Can negative posts affect your business?

  • Yes, a survey found that 15.2% of businesses lost customers due to negative comments and 11.4% lost revenue.
  • 1 in 4 companies do not have any protocol for dealing with complaints and 1 in 4 do not have any plans to do so in the future.

Find out more below!


Sophie Deering

Sophie is a copywriter.

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  1. Pingback: Social Customer Service: The Time is Now | arminhoempler

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