Consumers’ Use of Social Media for Customer Service

July 10, 2015

This article is included in these additional categories:

Customer Service & Experience | Digital | Social Media

Parature-Consumer-Use-Social-Media-Customer-Service-Jul2015Source: Parature [download page]

    Notes: One-third of US adults (18+) report having ever used social media to ask a customer service question, and 83% say they received an answer the last time they did so, according to results from a Parature survey. That’s a more encouraging result than seen in several other studies that have shown social response rates from brands to be less than ideal, including a recent Socialbakers report that found 74% of questions to be answered on Facebook but just 30% on Twitter.

    Meanwhile, the Parature report finds that consumers are more likely to have used social media to praise (50%) than complain about (38%) a brand’s customer service.

    Overall, though, consumers reported being more likely to regularly use several other customer service channels, led by the phone (81%).

      Related: C-Suite Sees Social Rising In CX Importance

        About the Data: The Parature results are based on a survey of approximately 1,000 consumers ages 18 and older, equally divided between male and female respondents with varying average household incomes.

        Explore More Articles.

        Marketing Charts Logo

        Get more charts in your inbox.

        Sign up for our free newsletter.

        You have Successfully Subscribed!

        Pin It on Pinterest

        Share This