Social media has revolutionised the way brands deal with customer service.
Now, many people don’t think twice about messaging a brand on Facebook and Twitter – often doing so long before they pick up the phone or speak to an employee in person.
Research by Sprout Social backs this up, revealing that 90% of consumers surveyed have used social media to communicate with a brand in their lifetime (though it should be noted that less than 90% of the US and UK populations use social media).
