Social media is a busy world, with more than 500 million tweets a day and 1.2 billion people using Facebook. It’s the virtual playground where people create, share and communicate content all the time and, while this gives brands a wide array of opportunities to boost their army of followers, it’s often the reason why they sometimes find it hard to decide what actually deserves their attention. There is just too much noise on social media and companies are increasingly challenged to respond as quickly and efficiently as they do via phone and e-mail.
Here’s how things in the social media customer service landscape currently trend, at least according to Five9. The call centre software expert recently compiled an infographic based on research carried out with the International Customer Management Institute (ICMI) that shows how both people and companies use (or don’t use) social media for customer service.