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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Teens on Social Media: Many Benefits to Digital Life, But Downsides, Too

National survey finds teens’ widespread use of social networks is mostly positive, though many claim “addiction” to technology and express a desire to unplug

Nine out of 10 teenagers in America have used social media, and the majority of them perceive it to be a more positive than negative influence in their lives. But in spite of their widespread use of today’s technology, teens prefer talking in person over texting, tweeting, or connecting on Facebook, and many describe themselves as “addicted” to their digital devices.

Social Media, Social Life: How Teens View Their Digital Lives, a new report from Common Sense Media’s Program for the Study of Children and Media, provides the latest insights on teens’ use of media and technology and how they think it affects their relationships and feelings about themselves. This large-scale, nationally representative quantitative survey of more than 1,000 13- to 17-year-olds reveals that most teens think that social media has had a more positive than negative effect on their social and emotional well-being. Key findings include:

90% of teens have used some form of social media; 75% have a social networking site, and more than half (51%) of all teens check their social networking site at least once a day.

52% of all teens who use social media say that it has mainly helped their friendships, while only 4% say it has mainly hurt their friendships.

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