Every week over one million people view customer service related tweets, with 80 percent of them being negative. Understanding and responding to the needs of your customers is crucial, because 59 percent of consumers will switch brands for better service.
The social help desk may turn out to be a game-changer in the ongoing relationship between businesses and their customers. As customers increasingly turn to social media sites for customer service, the social help desk lets you respond in real-time to meet the evolving customer definition of "now."
See below for a great infographic from Desk.com showing how the Social Helpdesk is changing the game.