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How Social Media is Changing the Way we do Customer Care

June 24, 2015 Matt Rocco

Etech Global Services has recently done a bit of research on this topic and the findings have been rather eye-opening. Here’s what we learned:

  • In Twitter, there are approximately 5,000 tweets every second. 30% of users expect a response within 30 minutes.
  • One in five brands say they ”rarely” respond to customer complaints made via social media, yet customers who use social media expect a response within an hour.
  • According to Sprinklr 38% of consumers feel “negative” about a brand who fails to meet their expectations for a timely social media response.

Based on these findings, it’s safe to say that Social Media is literally changing the way we deal with customers, and if we’re not up to the task of social media, we are at a disadvantage. Additionally, when a customer uses a certain channel, such as Twitter, to ask a question, they expect the question to be answered through the same channel. The answer needs to be personal, quick and offer the appropriate solution. If the response to the question is not personalized, it leads to channel irritation which can then spread to other customers.

Below are some infographics that further explain the importance of social media in your customer service strategy:

We found this information to be rather defining for us as a company and hope you do as well.

This Blog entry was written my Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com

Matt Rocco

Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.