Social Media Is Driving Customer Service Expectations
Did you know that 59% of consumers say they would switch brands for better service?
And that 50% of consumers give a business just one week to respond to a problem before dropping the company? And that 48% of consumers use both social and search to research a potential purchase?
One million people view customer service-related tweets every week…and 80% of those tweets are negative or critical. What this means to you is that social media is a powerful channel for reputation management, damage control, customer service, and customer satisfaction. It’s also driving customer service expectations in other channels as well.
For Act-On users, the Twitter Prospector lets you monitor who’s talking about your company on Twitter, and shows you what they’re saying. Prospector leads you to that ultra-relevant tweeter who needs your help or is ready for your specific offers or promotions – right now.
Using targeted search terms, you can also search Twitter to quickly find people who are tweeting about topics relevant to your industry or product, so you can see what’s top of mind with them and respond appropriately. Watch the video.
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