News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Study: Shoppers want customer service through social media
When it comes to customer service, a dedicated phone line doesn't top the list of consumer demands any longer. According to new data from NM Incite people want immediate action - not to wait on hold for long periods of time, and so they're turning to social media to do what busy phone systems have not.
According to the study, by NM Incite and McKinsey, 47% of people are looking for 'active customer service' and they're turning to social networks like Facebook and Twitter to get it. Further, the report shows one in three turn to social media rather than the phone for a brand's assistance.
"What we're seeing is that customers are turning to social media channels for customer service, regardless of whether and where a particular brand is actually equipped to handle customer service over social media," said Gadi BenMark, Senior Vice President of NM Incite's Advisory division. "Today's customers choose when and where they voice their questions, issues and complaints. They don't care if a company is set up to answer customer questions on Facebook, or if it has an actual Twitter handle for customer service. The implications are enormous for brands that are not implementing effective social care. There is also great upside for those that understand that the lines between marketing and customer service are blurring, and take action to organize, operate, and manage performance in this new merged world."
Other interesting findings include:
• 71% of those who have 'positive customer service' through social media recommend the brand
• 70% are likely to use social media for future questions or problems after getting a positive response
• Nearly one-third turn to branded social pages on Facebook to ask product questions
• More than 10% turn to branded Twitter handles for product information
- Study: Most believe personalization key to success
- Report: Most Amazon sellers looking for new marketplaces
- Study: Finance, saving important to Millenials
- Survey: More consumers want to be paperless
- Survey IDS when customers will share personal data
- Bing: Voice searches for hotels up 343% YoY
- Top 5 tips to take business paperless
- Snap Ads spend rises 593% QoQ
Featured White Papers
- Learn Why 83% of Advertisers Are Reporting Superior Outcomes With People-Based Ads
Traditional digital display advertising doesn't work. The information in this report is based on an online survey of 350 senior...
- 2016 Email Marketing Metrics Benchmark Study
To build a world-class marketing program, it's crucial to compare yourself to the best performers - but competitor data can...
- 10 Ways to Use Customer Lifetime Value to Reinvent Your Marketing Strategy
CLV insights can help you to attract high-margin customers, target clusters of customers with untapped value, and retain high-value customers...
- 16 Innovative Loyalty Programs of 2016
Engaging customers in a loyalty program is no easy feat. Read how 16 brands grabbed headlines in 2016 by launching...