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The Social Customer Service Year in Review

2013 was an active year online for social customer service - with it finally being recognized as a core part of the customer journey.

Our Social Customer Service Year in Review takes an in-depth look at how social media cemented itself on the customer experience landscape last year, and provides insights to support strategy development for 2014.

We analyzed over 500,000 tweets from November 2012 and November 2013, focusing on brands with high engagement, to gather insights brands should not ignore in 2014.                               

  • Nearly 40% of all Internet activity is now carried out on mobile devices – 2014 is set to be the year that real-time social customer service is the #1 Priority

  • 30% of customers expect a response on Twitter within 1 hour

  • Year-on-year overall social media volume has increased, with our analysis showing an overall increase in customer dissatisfaction

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