Move over Twitter. Facebook is the now the most powerful social network for providing proactive customer service.
For many companies, Twitter plays the largest role in proactive customer service because Twitter search makes it easy for companies to find and respond to brand-related conversations on the site. While effective, providing customer service via Twitter isn’t a comprehensive solution due to Twitter’s small audience.
Although 87 percent of Americans are ‘aware’ of Twitter, 0nly 7 percent actually use it, according to a report by Edison Research. Facebook, by contrast, attracts 41 percent of Americans but has been inaccessible to brand monitoring tools…until recently.
