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Customer service is going social, and it’s not just the big players anymore. By the end of 2012, about 80 percent of companies were using social media to provide some form of customer support or customer service. And customers are taking notice and capitalizing on the convenience, too. About one-third of customers say they turn to branded Facebook pages for answers to questions or other support problems. Sixty-two percent of customers have already turned to social media to solve some customer service issue. And more than half (55 percent) say they expect a same-day response from a social media question or complaint. That means brands need to start paying attention. If you’re not already taking advantage of the many advantages to using social media as a customer service component (or even if you are but think you can ramp up your efforts), check out the following infographic to see how other companies are successfully using this medium to drive brand recognition and customer satisfaction.
This infographic was made by ClickSoftware, the leading provider of field service and workforce management software and solutions. Find mobility workforce management from ClickSoftware.com.