Social Networks Key to Looking After Customers
United Kingdom - Customers are turning to social network sites to solve problems a new report reveals
The survey, conducted by YouGov on behalf of CRM company
Salesforce.com questioned 2,000 consumers in the UK.
Results show that two-thirds of customers do not think that
call centres have the ability to deal with their issues. As
result customers are going online for help.
Nearly half of those questioned said they now use Google or
Yahoo as their first port of call when they have a service
issue. 17% said they ask people for help using social network
sites such as Twitter and Facebook.
More than a quarter of respondents admitted they had made a
complaint about a company in an online forum, and 41% said they
would be happy to hear from a company to resolve their
complaint.
salesforce.com released the survey findings to coincide with the
launch of Service Cloud 2, the company's updated CRM platform.
Service Cloud 2 allows companies to monitor what consumers
are saying about them on social networks and work with them to
resolve issues.
