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18 Million UK Consumers Have Used Social Media for Customer Service [STATS] - The Social Penguin Blog

18 Million UK Consumers Have Used Social Media for Customer Service [STATS]

Well, its been some week for UK Twitter stats and that looks set to continue with the news that more than a third of  UK consumers have engaged with a brand/business/whatever via social media. That’s 36%. Pretty staggering actually. The raw facts:

This figure has doubled since since August 2011

  • 40% of people feel that social media improves customer service
  • 68% of those who engaged with a business via social media feel it has ‘helped them find their voice’
  • 65% feel it is a better way to deal with companies than call centres
  • It’s not just youngsters either, more than a quarter of the 55+ age group that responded have used social media for customer service

Time to Face Facts

Consumers are now expecting to be able to communicate with you via social media. You really need to consider it as part of your customer service options. Only fools rush in though. Check out our Social Media customer service posts.

Are you using social media platforms for customer service for your business? Has it improved customer relations? If you aren’t using it, what’s holding you back? Do tell in the comments section below!

(Thanks to Econsultancy Blog for the data for this post)

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About Mike McGrail

Mike McGrail is the owner of The Social Penguin Blog. He is the MD of Velocity Digital. He likes scotch and leather-bound books. Follow Mike's ramblings on Twitter. He also resides on Google Plus here.

  • Kathy

    I think social media customer service can make or break a company/brand. I go to facebook and find them and see how people are liking them and commenting to them before I’ll commit to anything. Bad comments and no response has turned me away many times.