Posts Tagged ‘Customer Service’
Social Business Innovation, November 2012 [CHART]
Among companies experienced in social innovation, 57% use social business for internal collaboration, but that will reach 78% over the next 2 years.
Read MoreHow Companies Should Use Big Data & Analytics, April 2012 [CHART]
With the exception of budgeting and planning, most executives surveyed by McKinsey & Company in April indicated a sizeable gap in their use of Big Data.
Read MoreCustomer Service Features Important To Online Gift Buyers, September 2012 [CHART]
US online buyers told surveyor MarketLive in September that accessible information and customer service was very important when buying gifts online.
Read MoreMobile Customer Support, 2012 [CHART]
38% of companies surveyed worldwide in 2012 offered customer service through the mobile channel.
Read MorePhone Response Times, November 2012 [CHART]
Consumers aren’t yet conditioned to receive immediate responses via social media, but they do expect to reach representatives by phone extremely quickly.
Read MoreEffects Of Social Customer Service, October 2012 [CHART]
71% of those who experienced a quick and effective social customer service say they are likely to recommend a brand or company.
Read MoreSocial Media Channels Used For Customer Service, 2012 [CHART]
The most common social channel for providing customer service was Facebook, which was also rated the most effective such channel by 42.5%.
Read MorePrevalence Of Customer Service On Social Media Worldwide, 2012 [CHART]
41.2% of companies said they handled only up to 5% of customer service issues on social channels.
Read MoreSocial Customer Service Use By Generation, October 2012 [CHART]
47% of American social media users aged 18 and older have used “social care.”
Read MoreTop Benefits Of Set Email Delivery Times, September 2012 [CHART]
Being able to ensure emails arrived during a specific time window increased engagement.
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