If your company doesn’t provide some form of social media-based customer service, there’s a good chance that some of your customers will find another business that does.
“There’s an entirely different dynamic with the customer from just a few years ago,” says Alex Hisaka on the SalesForce blog. “Today’s customer expects you to value them for more than the financial transaction. It’s not an expectation, it’s a demand. Customers who don’t find what they’re looking for will just move on to competitors who understand how to engage them.”
According to a new report that inspired the infographic presented below, 46% of customers now “expect” brands to provide customer service on Facebook.
What else should you be doing to bring your customer service up to speed in the digital age? Check out this eye-opening infographic to find out.