New Socialbakers Study Reveals Top Performers in Social Customer Service
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New Socialbakers Study Reveals Top Performers in Social Customer Service PR Newswire LONDON, June 20, 2012 - Findings Indicate Telecom, Airline, Financial Industries Among Most Responsive to Customers' Online Requests; Study Shows Huge Opportunity for "Socially Devoted" Companies to Drive ROI LONDON, June 20, 2012 /PRNewswire/ -- A new study of social media customer service practices highlights a major opportunity for companies to improve client satisfaction through better social media outreach, according to Socialbakers, the leading social media analytics provider. Defining a new standard of "Socially Devoted" companies, the Socialbakers study identifies businesses that succeed with open and responsive social communications. Socially Devoted companies can serve as role models, demonstrating how businesses worldwide can drive customer engagement by adopting more reactive and open social media strategies. "By defining Socially Devoted companies, we wanted to start a discussion in the industry," said Socialbakers CEO Jan Rezab. "Socially Devoted companies communicate openly, actively respond to fans and make sure customers receive a quick answer to feedback or questions. Socially Devoted companies set a new global standard that other businesses can adopt to improve their social media marketing strategy.
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New Socialbakers Study Reveals Top
Performers in Social Customer Service
PR Newswire
LONDON, June 20, 2012
- Findings Indicate Telecom, Airline, Financial Industries Among Most
Responsive to Customers' Online Requests; Study Shows Huge Opportunity for
"Socially Devoted" Companies to Drive ROI
LONDON
,
June 20, 2012
/PRNewswire/ -- A new study of social media customer
service practices highlights a major opportunity for companies to improve client
satisfaction through better social media outreach, according to Socialbakers,
the leading social media analytics provider. Defining a new standard of "Socially
Devoted" companies, the Socialbakers study identifies businesses that succeed
with open and responsive social communications. Socially Devoted companies
can serve as role models, demonstrating how businesses worldwide can drive
customer engagement by adopting more reactive and open social media
strategies.
"By defining Socially Devoted companies, we wanted to start a discussion in the
industry," said Socialbakers CEO Jan Rezab. "Socially Devoted companies
communicate openly, actively respond to fans and make sure customers
receive a quick answer to feedback or questions. Socially Devoted companies
set a new global standard that other businesses can adopt to improve their
social media marketing strategy."
Research Shows Incredible Opportunity to Expand Social Engagement
The Socialbakers research study revealed:
On average, companies respond to only 30 percent of social media fans' feedback.
Local companies tend to have higher social media response rates than their global
counterparts, with 40 percent responding to customer queries.
More than 25 percent of global companies have a closed wall on Facebook, meaning
users can't post questions or feedback.
U.S.-based companies tend to perform less effectively on social media channels than
their regional peers.
In the new study, the most Socially Devoted companies are those that respond
to feedback quickly and have the highest number of wall posts on Facebook.
Rezab observes that Facebook performance is only a starting point;
Socialbakers encourages companies worldwide to embrace other social media
elements, including live chat functions and platforms like Twitter, as a part of
their social media marketing strategy.
Most Socially Devoted Brands Revealed
Here are the top 10 Socially Devoted companies from the new Socialbakers
study:
Brand
Number of Fans
Question Response Rate
Number of Questions Answered
Personal Argentina
309,968
89.13%
14,306
Claro
415,026
96.99%
10,266
Acer Indonesia
612,837
95.05%
4,992
LBC Express Inc.
58,176
91.75%
4,083
Comunidad Movistar Argentina
385,451
91.67%
3,301
Volaris
335,410
77.92%
3,297
Safaricom Kenya Official Page
130,201
88.52%
3,255
KLM
1,540,788
94.14%
2,843
Vodafone Nederland
82,926
92.27%
2,758
Claro El Salvador
133,270
96.74%
2,758
The Socialbakers study provides interesting insights on specific industries that
demonstrate high levels of social devotion. The telecommunications and mobile
industry is by far the most Socially Devoted, with 13 of the top 20 Socially
Devoted brands coming from that sector. Airline and financial services
companies also perform well in the study.
The study indicates that a mobile operator in
South America
– Personal
Argentina – is a stellar role model as a Socially Devoted company, answering
thousands of queries via social media channels with an average response time
of just four minutes.
Socialbakers provides limited information on company rankings to
organizations researched free of charge. It's a valuable service since social
media platforms are increasingly becoming the preferred method for
communication. That means it's important for companies to find out where
they stand. It's also increasingly clear that social media outreach is not just one
option among many; it's a necessity.
Socialbakers developed the Socially Devoted standard as a benchmark
companies can use to see where they rank in terms of social media
performance as compared to competitors and to gauge their progress as they
take steps to improve their Socially Devoted rank. Responsive social media
communications can be a great tool to upsell products and services and build
positive customer relationships. But it's also important to note that a lack of
responsiveness can harm customer relationships, which makes a high Socially
Devoted commitment even more crucial as consumers gravitate toward social
media platforms as their primary communication mode.
Companies wishing to find out more about the Socially Devoted rankings can
visit http://www.socially-devoted.com. Socialbakers offers a comprehensive
social analytics platform that delivers actionable insights marketers and
customer service professionals can use to measure success and drive ROI
across platforms like Facebook, Twitter, Google+, YouTube and LinkedIn. Find
out more at www.socialbakers.com.
About Socialbakers
Socialbakers is a social media analytics company and the most cited source for
global social marketing data with more than 15 million Facebook, Twitter, and
YouTube profiles and places indexed. Launched in 2008, Socialbakers' tools
include its easy-to-use Analytics PRO and Builder PRO. It is the only solution that
allows brands such as Lufthansa, L'Oreal, Danone, Vodafone, Samsung, GE
Money, Ogilvy, Kraft and Peugeot to measure, compare and contrast the
success of their social media campaigns with competitive intelligence. For more
information, visit www.socialbakers.com.
