Creating a Facebook page is a no-brainer for most brands, but working out rules for how you plan to respond to consumer complaints and comments through social media is altogether more difficult.
Data from Fishburn Hedges shows that 36% of consumers have engaged with brands through social media and 40% of people believe that social improves customer service.
So brands clearly need to have a strategy in place for using social as a customer service tool.
We’ve previously looked at whether Twitter is creating a VIP customer service channel and blogged eight things to consider before you start using social for customer service.
This infographic from Demandforce looks at the ROI of being attentive to customers on social, including stats from our blog post about how being socially devoted to your customer care increases ROI...