Sitel presents the results of the Social Media Customer Service Report conducted by TNS.
The study, which surveyed more than 1000 consumers in Great Britain between the ages of 16 – 64, found that social media is rapidly changing the customer service industry. Led by consumers under 25, this shift sees more and more Britons turning to social media sites – from Facebook and Twitter to blogs and forums – to solve problems, search for information and voice complaints.
“Social media is dramatically altering the customer service landscape. With easy access to real-time information, a new generation of ‘always-on’ consumers is more empowered and demanding than ever. This trend is on the rise as social media proliferates, both online and on mobile, across all age groups and demographics,” said Lawrence Fenley, Sitel managing director for UK and Ireland. “To build trust and brand loyalty in this rapidly changing environment, companies must develop a social media customer service strategy that is responsive, proactive and engaging in order to address customers’ needs.”