Picking up the phone appears set to become a thing of the past, with 27% of Australians likely to switch to brands that are more customer-friendly on social media, according to a survey by Tick Yes and Nine Rewards.
The survey of 1000 Australians found that not only do consumers expect interesting, relevant and appropriately spaced updates from the brands they follow on social media, but they are beginning to expect a responsive customer-service presence also.
According to managing director of Tick Yes, Peter Applebaum, brands need to use social media to handle customer service enquiries and not just as a means to promote themselves.
“We’re at the tipping point of customer-company interaction,” Applebaum says. “Our survey shows that on the one hand people still like to contact companies through traditional channels like phone and email.”