Posted by Hodda Khaliffa 15 May 2013

Social Media, The Essential Platform For Customer Service

Could social media platforms be the future for the new age of customer service?

A recent survey has shown that 55% of under 35’s and 35% of all ages use social media platforms to discuss bad experiences with customer service.

Although many platforms are used for this purpose, in a survey of 2000 British consumers, it was found that Facebook is used by three times as many people than Twitter.

Adam Cooke, creator of Sirportly, said: “Not responding to customers effectively over social media platforms is reputation suicide. With the impact of word of mouth via social media getting stronger by the day, it’s getting more and more important to both avoid annoying customers in the first place and to be able to defend your brand when it’s being publicly bad-mouthed.”

It has now been confirmed that 46% of people said they use social media when making an online purchasing decision.