The State of Social Media Complaining [Infographic]

Social media has become a favorite sounding board for angry customers. What once remained between you, the customer, and the ten friends she shared her negative experience with is now publicly searchable content.

This week’s infographic comes from PeopleClaim.com, highlighting the expectations of consumers and brands from the social media customer service channel.

Click to enlarge

Tweetable stats:

  • 9 in 10 US companies with 100+ employees use social media for marketing Tweet this
  • 83% of US companies with 100+ employees use Facebook marketing, 53% use Twitter Tweet this
  • 1 in 2 consumers who use Twitter to complain expect a response or at least the tweet be read Tweet this
  • 65% of consumers aged 55+ expect brands to read and respond to complaint tweets vs. 38% of 18-24yos Tweet this
  • Only 33% of consumers who complained to brands via Twitter received a response Tweet this
  • When brands respond to Twitter complaints, 3 in 4 customers report they are somewhat or very satisfied Tweet this
  • 4 in 5 consumers expect social media to become the main customer service outlet (even replacing other methods) Tweet this
  • 58% of US marketers believe online customer engagement improves brand image Tweet this
  • 56% of US marketers believe social media helps build customer loyalty Tweet this

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3 Responses to “The State of Social Media Complaining [Infographic]”

  1. As an avid reader of Getelastic and having managed customers complaints for global companies on social media, I must say that the logic of this infographic is a bit awkward or should we say just self referential?

    So correct me if I am wrong but I still don’t get who they are talking to:

    - Customers: they are telling them that since brands do not follow up with complaints on social to use Peopleclaim?

    - Brands: PeopleClaim is a more effective way to solve issues than Twitter or Facebook?

    In both was I am astounded by the poor conclusions and argument.

    I was under the assumption that customers have now a weapon in social media to be heard. Even here in Italy where we are 5 years late with SM innovation I complain by Twitter with high satisfaction rate

    I have managed thousands of complaints worldwide on social and yes they lead to better engagement.

    Maybe I am not getting something, but it looks like a poor account of customer service management over social just to promote a service.

    J

  2. Great stats!

    My issue with using Facebook for customer service is that currently it is seen as a marketing channel so the customer service teams have very little control over response and content.

    Would be nice to see Facebook/Twitter customer service representatives in all businesses using these marketing channels.

    Ollie
    everydayecommerce.com

  3. Nachshon says:

    THIS IS AMAZING! Great work- would love to work with this some time.
    We just created an infograph on fake reviews in ecommerce… just in time for the holidays.

    Check it out!
    http://blog.yotpo.com/2012/12/16/holiday-shopping/

    Please contact me if you would like to use the infograph or guest post.

    Happy holidays!

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