How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up...
Social Media Stats
1. 1
# From 174 organizations, 41%
indicated that their customer
service teams were using social
tools for external communication
and customer management, up
from 23% of organizations
indicating social use in a similar
survey in 2011.
Source: Aberdeen - Trends in Customer Service, 2012
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2. 2
59% percent of respondents said they regularly use social
media to "vent" customer care frustrations. 72% said they
used social media to research a company's reputation
before making a purchase, and 74% choose to do business
with companies based on the customer care experiences
shared by others online.
Source: Society of New Communications Research (SNCR), 2010
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3. 3 Customers who posted their experience with a
contact center in social media and then received
subsequent follow-up via social media rated their
final satisfaction nearly 20% higher. Furthermore,
consumers who ranked their likelihood to
recommend the company in these cases increased
Source: CFI Group - Call Center Satisfaction Index (CCSI)
by almost 15%.
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