Around half of Romanian internet users access social networks daily and three quarters of them use these communication channels to express discontent about products and services, a recent study made by the company Interactive Intelligence Group Inc. reveals.
The survey estimated that about 30 percent of companies worldwide currently use social media to provide support services and over the next 12 months their number is estimated to increase by 15 percent, the most active companies in this channel being the retail and the fast moving consumer goods companies (FMCG).
Interactive Intelligence experts believe that 40 percent of retailers and FMCGs use social media to provide contact services, while 35 percent of telecom companies provide assistance services via social networks.
The top users are complemented by financial firms, namely banks and insurance companies that use social media in a proportion of about 30 percent, meanwhile, less than 20 percent of healthcare companies are using social networks to provide contact services.
Looking at the size of company contact centers, almost a third (30 percent) of companies with more than 500 agents are willing to use a social network as a communication channel with users, while just over 10 percent of companies with more than 100 agents use this type of communication to provide support services.
Ioana Toader, email@example.com