Half Of Users Seek Customer Service In Social Media

A new report from NM Incite, Nielsen’s social media arm, offers insight into how social media is affecting brands’ customer service operations. Among the key findings:

-47% of all social media users actively seek customer service through social media.  

-30% of social media users prefer to reach out to a brand for customer service through a social channel compared to the phone.

-71% of those who experience positive “social care” (i.e., a quick and effective brand response) would be likely to recommend that brand to others, compared to just 19% of customers that don't receive any response.

-The majority of Twitter and Facebook users, 83% and 71% respectively, expect a response from a brand within the same day of posting. Half of Twitter users want a response within two hours.

-51% of social care users actively engage with brands several times per month.

The results were based on a July survey conducted with a representative sample of 2,000 social media users 18 and over.


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1 comment about "Half Of Users Seek Customer Service In Social Media".
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  1. Grant Crowell from ReelSEO.com, October 29, 2012 at 10:35 p.m.

    I wonder how much of this also applies to political candidates' own Facebook pages? I unfortunately have an incumbent candidate who is never on his own Facebook page except for photo opps and publishing negative ads; and his campaign handlers won't respond to anyone on there who has questions. For the record, his name is Robert "Bob" Dold (R-10th District of Illinois.)