The Social Evolution of Customer Service

SEEING CUSTOMERS IN THEIR SOCIAL CONTEXT

This white paper explores how and why leading brands are embracing social channels. It will highlight some recent case studies and research, peer into the future for upcoming trends and provide some practical tips. True to the new spirit of honest and open consumer feedback, we’re interested in what you think so please comment on the PSONA Social blog or tweet us via @PSONASocial.

  • 78% Of users believe social media will become the dominant method for consumers to communicate with companies.
  • 62% Of users have used social media for customer servive issues.
  • 88% Of consumers would be less likely to buy from a brand if their questions via social media went unanswered.
  • With the shift to online usage, perhaps no other single event in today's market is more fundamentally changing the customer experience than the use of social media and networks.
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