Liberate Media blends online PR with offline PR expertise to form a uniquely positioned social media agency.RSS feed

from the blog

70 per cent of those helped by social customer service return as a customer

August 16th, 2013 by Lloyd Gofton

Here’s a very useful infographic from Ambassador, a referral tracking and management software company.

It states that ‘70 per cent of those helped via social customer service return as a customer in the future.‘ That’s quite a stat to get the non-believers engaged in Social Customer Relationship Management (CRM).

The infographic, which uses data taken from a range of sources, also suggests that ‘71 per cent of online customers expect to receive assistance within five minutes of reaching out to a company via social media’, which is a hefty target for the majority and probably only achieved by the top social brands at this time.

Other useful stats include; ‘92% of British consumers have left one business for another in the last year due to poor customer service.’

It was also found that ‘33 per cent of consumers would rather contact a company through social media than by telephone.’

You can see the full infographic below, just double click for enlargement.

social customer service image


Tags: , , ,

Leave a Reply

"As a journalist, it's always refreshing to deal with a PR company that is both friendly and professional without being overbearing. Liberate's unique understanding of the digital media industry means that they know exactly what kind of stories I’m looking for and what the readers of Revolution magazine are interested in."

Gareth Jones, former editor, Marketing & Revolution.