Last week, Idio were given the opportunity to speak at Mashup on ”The Social Customer’, alongside a dedicated panel comprising of Guy Stephens (sCRM Consultant, Cap Gemini), Warren Buckley (Managing Director, BT Retail Customer Service), Amanda Brown (Head of PR, First Direct) and Joshua March (CEO Conversocial) looked at ways that social media has changed the way organisations handle customer care, service and management, and utilise social channels to enhance loyalty.
A seismic shift in customer engagement from call centres to social channels
“”I don’t call call-centres anymore, I tweet” – Andrew Grill
According to a survey from Fishburn Hedges, more than a third of UK consumers (36%) have engaged with brands through social media. This has doubled from 19% since August 2011 and equates to around 18m people. The increased interaction seems to be driven by the widespread belief among respondents (40%) that social media improves customer service, compared to only 7% who feared it would harm service. More than two-thirds (65%) also believe that it is a better way to communicate with companies than call centres. As Warren Buckley explained: Read more