It is 2017, consumers’ expectations from companies are higher than never before. Customers expect to be served wherever they are, whenever they want and fast. And where customers are? Facebook has 1.86 billion monthly active users, Instagram 600 million, Twitter 300 million; in addition to the rapidly growing messaging apps like WhatsApp and Facebook Messenger with nearly 1 billion each. In the Nordic countries, 78% of the population use Facebook regularly, and 72% use YouTube.
Who uses Social Media for Customer Support?
This trend goes perfectly in line with what Gartner already predicted a few years ago: "By 2020, 90% of the customer service will happen on social media". How are you getting prepared to change your processes and tools to address this imminent consumer demand?
Very often is believed the use of the latest technology resources is exclusive to younger generations, namely Millennials. However, for a long time we have seen what an increased adoption and use of social media across the board. Age is not anymore the key determinant factor, the behaviour is: the "Connected Customer" using social media and messaging apps spans along all age groups.
The business case for Social Customer Service
Not sure where to start with Social Customer Service? Need help to optimise you existing capability and build a scalable solution? Let us know how can we help!
Senior Business Consultant
Social Customer Service