If you are a Brand and you are on several Social Media channels, is clearly that you want to have a positive impact on your customers. Social Media can help you with a great customer service experience, if you do it well.
Why do companies with great Customer Services succeeded? This is a question that the guys from KISSMetrics tried to answer with an interesting infographic about the impact customer service has on a businesse and how consumers have different expectations for the most important social media platforms like: Facebook and Twitter vs. email and online forums.
Some of the interesting facts are:
– 79% of those complained about poor customer services had their complained ignored.
– $338 billion a year is the estimated cost of bad customer service of the worldwide brands.
– 78% of customers have abandoned a transaction due to poor customer service.
For more facts about how quickly do consumers expect a brand to respond on the social media channels and not only, please have a look on the infographic below: