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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


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