Most consumers now have experience getting customer service via social media and most don’t like it. When choosing your approach to handling inquiries and issues, a new AYTM.com survey conducted on behalf of M2Talk.com provides clear guidance that you should not look to use Facebook, Twitter, or another social channel to address customer needs.
Of the 1,000-person nationwide survey:
- 2% said they prefer social media channels as the primary method for contacting customer service
- 21.3%, prefer live chat services on websites
- 32.5% prefer email
- 33.5% prefer phone
Getting it right is important. The survey also confirms that people share their customer service experiences. More than 65 percent of survey respondents said they were very likely to share a positive customer service experience, and 80.3 percent were also very likely to share a negative experience.