Thursday, December 22, 2011

62% Of Consumers Have Used Social Media For Customer Support

Key takeaways include:

  • Facebook leads all social platforms for brand interaction, with 34 percent of the users polled favoring that network, ahead of second-placed Twitter and Blogs (both 4 percent)
  • Retail customers are more likely to reach for social media support than those in any other category
  • 62 percent of consumers have used social media for customer service issues, but 76 percent of the users polled say they would be more likely to use these tools if they better understood how they worked

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