B2B Marketing Zone

Social Media Is Driving Customer Service Expectations

Social Media Is Driving Customer Service Expectations

Social Media Is Driving Customer Service Expectations

Did you know that 59% of consumers say they would switch brands for better service?

And that 50% of consumers give a business just one week to respond to a problem before dropping the company? And that 48% of consumers use both social and search to research a potential purchase?

One million people view customer service-related tweets every week…and 80% of those tweets are negative or critical. What this means to you is that social media is a powerful channel for reputation management, damage control, customer service, and customer satisfaction. It’s also driving customer service expectations in other channels as well.

Check out Desk.com’s “The Social Help Desk Revolution” infographic from Desk.com to get the full story.





For Act-On users, the Twitter Prospector lets you monitor who’s talking about your company on Twitter, and shows you what they’re saying. Prospector leads you to that ultra-relevant tweeter who needs your help or is ready for your specific offers or promotions – right now.

Using targeted search terms, you can also search Twitter to quickly find people who are tweeting about topics relevant to your industry or product, so you can see what’s top of mind with them and respond appropriately. Watch the video.


Paige Musto is Director of Communications at Act-On Software. She brings over 12 years of experience in public relations, marketing and social media for high technology companies in the IT Security and SaaS industries. In this position she heads up all PR/AR and Social Media programs, driving the company’s brand and product awareness as well as leveraging social media to optimize lead generation. Prior to joining Act-On, Paige was Manager, Public Relations at NetSuite (NYSE: N) where she drove corporate, channel and partner PR and thought leadership programs, as well as established the company’s social media program. Paige has held various communication roles at companies including VeriSign (NASDAQ: VRSN), Check Point Software (NASDAQ: CHKP), and RSA, the security division of EMC (NYSE: EMC). Paige holds a Bachelor of Arts (BA) in Communication from the University of California at Davis and a Master of Business Administration (MBA) with an emphasis in Marketing Management from California State University-East Bay. In her spare time, Paige enjoys shopping, reading and watching sports—Go Niners!

  • Tim

    It makes sense that businesses are utilizing social media as another channel for customer service. People are going to vent on social media about negative brand experiences, so there is immense opportunity to respond to those comments and nip it in the bud. There is also a chance for responding to the competition’s customers when they are venting.

  • Great infographic. Social media is a great way to build relationships with your customers too and show them that you care. The more you look like a person they can relate to rather than some business that is just trying to make money, the better.