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15 percent of UK 16–24-year-olds choose social media for customer service 15 percent of UK 16–24-year-olds choose social media for customer service

More turn to social media for customer service

12 : 01 : 2012 Twitter : Conversocial : Complaints

London - Young UK consumers are turning to social media sites such as Facebook and Twitter to search for information, solve problems and air complaints.

In a survey of 1,000 people in the UK by customer care firm Sitel, 15% of respondents aged 16–24 said they prefer to access customer service through social media. Among those aged 25–34, the figure was 8%.

‘Creating an open dialogue between customers and brands in social networks is beneficial to both parties,’ says Dan Lester, co-founder of social media management company Conversocial. ‘Companies can be seen to be responding positively to complaints, and customers can hold companies and organisations to account in a public sphere.’

Social networks and forums will become increasingly popular as a medium for customer support. A study published by Conversocial and New York University found that, out of 513 respondents 78% believe social networks will be a key channel for customer support in the future, and 51% frequently communicate with a brand on Facebook or Twitter already.