Remember the days when you had to call customer service, wait on the phone for 2 hours and then receive no help from the customer service representative who answered? Those days are quickly disappearing and it’s almost completely thanks to the social help desk revolution.
As Twitter, Facebook, LinkedIn and other social media platforms become more popular, customers are taking to those networks to publicly speak about their issues with businesses.
It shouldn’t come as a surprise that so much time is spent engaging with businesses online, according to Desk.com 1 out of every 5 minutes spent online is on a social network.
The team at Desk.com took a look at how the social help desk is evolving and they came up with some interesting fact. For example, 61% of Facebook users who have “Liked” a brand are more likely to purchase that brands products for a second time.
It’s not all about liking brands and buying from them again, the company also found that 43% of users have cancelled an order because of bad online service.
Check out the full infographic below [Click to Enlarge]