Some fascinating stats from the Nielsen Social Media Report 2012, showing how quickly ‘social care’ — customer service via social media — is growing.
- 47% of social media users participate in social care
- 1/3 prefer social care rather than phone-based customer support [seems low to me]
- social care frequency for those that do: 9% daily, 21% weekly, and 70% monthly
Facebook is the dominant medium (29% on the company’s page, and 28% on the user’s personal page), followed by the company’s blog, Twitter (14% personal handle with no @mention of the company, 13% with @mention), YouTube, and other blogs.
I can’t understand why Twitter and Facebook don’t build more sophisticated client software to help companies with social care. It’s a huge area, and likely to steadily grow, especially if companies begin to respond more quickly to social complaints and requests.