23% Of Firms Offer Customer Support On Facebook

Providing customer service via Facebook is becoming more mainstream: A survey of 331 companies with annual revenue of more than $10 million found that 23 percent of them provide customer service and support via the social network.

The study from MarketTools, a provider of software and services for enterprise feedback management and market research, also found that:

  • 34 percent of executives who responded were aware that customers use social media to comment on or complain about products and services, but just one quarter of those respondents said companies always respond.
  • 33 percent of respondents said ompanies are better focused on using social media as a channel to capture customer feedback compared with the same time in 2010.
  • Public relations was the most active department of the surveyed companies involved with social media, at 44 percent, followed by corporate marketing (42 percent), and 34 percent apiece of for both product marketing and customer service and support.
  • 68 percent of the companies surveyed had active presences in social media, with Facebook topping those at 48 percent, followed by Twitter at 17 percent, and company blogs at 17 percent.
  • Just 22 percent of chief executive officers regularly use social media on the companies’ behalf, and Facebook led that list, as well, as the choice of 68 percent of participating CEOs, followed by company blogs (44 percent), and Twitter (35 percent).

Readers: Share your customer-service experiences via Facebook, good and bad.

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