4% of consumers use Twitter or Facebook for Customer Service

According to a survey released last week by Corizon, only 4% of British consumers use social media platforms to contact a company.

According to the poll of 2,127 consumers, asked what contact method they preferred:

Phone 75%
E-mail 70%
Web Self Service 43%
Letter 31%
Twitter/Facebook 4%
Fax 3%
SMS 3%

And when contact centre managers were asked what chennels they supported:

Phone 100%
E-mail 96%
Web Self Service 65%
SMS 27%
Twitter/Facebook 20%
IM 11%

This just goes to continue demonstrating that social media, however important it is as a customer service channel, is still the exception, rather than the norm for the majority of people in the UK.

It is important to remember Auntie Agnes on the end of the phone needs just as much support as young Matt who uses Twitter to communicate his brand related woes.


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