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by / Tuesday, 20 January 2015 / Published in Customer Experience, Guest Recovery

Companies of all sizes are beginning to leverage social media to interact with their customers, which helps their customer recovery efforts. The following statistics about social care, as it relates to customer recovery, might surprise you.

  • 33% of consumers say they prefer to use social care over contacting a company by phone.
  • 47% of all social media users have engaged a brand via social media with a question or complaint.
  • 59% of 18-24 year olds report using social care to handle a service issue.
  • 42% of consumers complaining on social media expect a response from the brand within 60 minutes.

Social media is an important tool to leverage when connecting with your customers, but it shouldn’t be the only leg you have to stand on when it comes to customer recovery. Click here to learn more about social media feedback programs that can work to better manage your social media branding.

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