According to a new survey carried out across the United Kingdom and the United States by Sword Ciboodle and thinkJar:

59% of companies use Twitter 

60% use Facebook 

85% have adopted both platforms for customer service

For the majority of respondents, justification and validation of social customer service
seems to be the biggest challenge in dealing with social media


Interestingly, the size of the company also affects the quality of social consumer service provided.

  • Around 40% of the companies with over 1,000 employees started a social media customer service at least two years ago
  • while 53% of smaller companies have had a similar programme in place over the past two years.


Chrysalis is available on Twitter and Facebook

Information courtesy of UK Marketing Service
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