Why are Customers Turning to Social Media?
With the rise of social media and the transformation to a sound-bite driven information society, instant gratification has become the norm. This also holds true in the world of customer service, as today's consumers expect ubiquitous real-time customer service that is transparent, authentic, and most of all, fast.
As we know from our Zendesk Benchmark, speedy response and resolution times are a key driver of customer satisfaction and success. A lightning fast product that keeps support agents super productive is what we strive for here at Zendesk. A big part of this productivity is enabling our clients to engage with customers on their preferred, real-time channel: social media. In this infographic, we take a look at how social media is changing customer expectations and experiences when it comes to customer service.