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Perspective series

Thanks to the internet and social media, customers are better informed than ever before, and expect to be connected to your business in more ways.

This report examines what customers want from social media, and how this will affect the way you deliver customer service.

The results showed that a blueprint for customer service applies at all times, but it’s one that’s evolving. While more traditional channels of communication are favoured when customers experience a problem, there’s a definite trend amongst the youngest group (aged 18-24) who prefer to use social media when talking to businesses, with 23% favouring Facebook and 19% preferring to use Twitter.

Social media is a perfect tool for capturing real-time issues and publicly sharing information, so it’s clear that a multi-channel approach is needed to future-proof your business and remain connected – and useful – to your customers.

The facts

76 percent

76% of people tell at least one person about their customer service experience, and social media helps spread these messages.

56 percent

56% say the most important thing is that their issue is resolved satisfactorily.

80 percent

80% spend more with companies that give them a good customer experience.

23 percent

23% of 18-24 year olds want to use social media more for customer service.

43 percent

43% say they find it hard to access customer service in the way they want.

Don’t just take our word for it

Have a nice day

Doing more for your customers through social media

Social media has revolutionised the way people and businesses interact, growing from a form of personal communication to a vital professional tool. We’re only now discovering the real impact it’s having on customer service.

Linda Cheung, CEO of CubeSocial, reveals how to get started with social media and explains how it can help you do more for your customers with less.

Getting inside the mind of the customer

Our infographic offers a visual insight into what today’s customers expect from a business like yours, showing why a multi-channel approach to customer service is so important.

Have a nice day! – the full report

The report looks at customer service beyond today. It examines the timeless customer values that hold true for any age, looking at how to make those values stand up in the world of social media and increasingly tech-savvy customers.

Related solutions

Why Vodafone

Innovating to stay ahead

Delivering superior customer service and support

Offering greater value

Let’s talk

Give us a call, or speak to your account manager, to find out what we can do to help your business reach its full potential.

New customers

1-9 employees

0808 060 0802

Calls to this number are free.

10-49 employees

0808 004 4495

Calls to this number are free.

50+ employees

0845 241 9560

Calls cost 2p per minute plus your phone company’s access charge.

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