Study: nearly half of U.S. consumers today actively seek customer service through social media

According to a new study from NM Incite, the leading social media consumer insights provider and joint venture between Nielsen and McKinsey, nearly half (47%) of U.S. social media users today actively seek customer service through social media (a.k.a., social care). Revealing new data about how customers perceive and engage in social care, NM Incite’s study uncovers that nearly one in three social media users (30%) prefer to reach out to a brand for customer service through a social channel compared to the phone, marking a dramatic shift in how people expect customer service from the brands they engage with.

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Surge in Social CRM Among Big Brands

Large businesses are embracing social customer relationship management (CRM) software, with 30% planning to adopt it within the next 24 months, according to new study.

During the next two years 30 percent of leading companies will extend the goals of their online community activities to the design of enhanced service processes, such as social CRM, according to a study released by Gartner today. Social CRM for customer service has the potential to bring new and dynamic methods for improving customer service, and in doing so is creating opportunities for new and existing providers in the customer service and contact center infrastructure markets.

“Social CRM for customer service has only recently entered into the realm of contact center infrastructure and customer service software components, where it has been met with significant hype despite a limited number of field deployments,” said Drew Kraus, research vice president at Gartner. “There is strong corporate awareness, including at corporate executive levels, of social networks and their potential impact on corporate brand management and customer service perception. We expect the high-profile nature of social networks and social CRM for customer service to rapidly advance adoption from early adopter to mainstream deployments despite the volatile and rapid evolution of social networks in general.”

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