A Guide: #SocialMedia & Customer Service

This guide shows how using social media for customer service can differentiate a “great” company from a “good” company. Social media has changed how companies measure the success of their social media strategy. By 2020, it is predicted that 90% of enterprise level companies will be using social media for customer inquiries.

A surprising fact that may help you jump on the social media customer service train, is that e-service support requests (web, chat, social) from customers is expected to grow 53% in the next year! Customer service is no longer about responding to complaints that you receive, it is about actively listening, monitoring, and engaging with brand mentions online.