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71% of consumers who have had a good social media service experience with a brand are likely to recommend it to others. Use social media as an effective customer service tool to increase brand engagement and win new customers.
63% of customers actually expect companies to offer customer service via their social media channels, and 90% of social media users have already used social media as a way to communicate with a brand or business.
80% of companies online are under the impression that they deliver exceptional social media customer service, while only 8% of their customers say that they agree.