Today, high product and service quality is a given and an important factor for success. Customers have learned to have high expectations when it comes to delivery times, product variety and service processes, not least because of the triumphant success of social networks. They have grown accustomed to being able to quickly and directly contact customer service and demand this as part of a truly multichannel shopping experience. That’s why a social media presence is essential for retailers at this point since many online shoppers follow the brands they like and get informed about new products.
An
Allianz study that surveyed approximately 1,000 internet users in 2014 shows the relevance of social networks for retail customer service: 77 percent of respondents also use social networks, of which in turn 32 percent visit the webpages of companies. Every fifth respondent has also posted something at some time – primarily on webpages of companies in the retail, eCommerce and telecommunications industries.