It is no longer a secret that Social Media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. Over a third (34.5 %) said they preferred social media to traditional channels like phone and email.

No doubt that listening to customers on social media has become the main priority for any business today. And the main challenge is how you respond to your audience. Obviously that building better relationships with your customers through social media can add up to huge wins when it comes to customer loyalty and your brand reputation. Before we start exploring the main secrets of social media customer support, here are statistics you cannot ignore: (...)

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