A recent Market Tools study done in September 2011 shows that about 1/4 of large companies (Sales over $10 Million) are using Facebook for Customer Service and Support. 12% were using Twitter.

34% of Customer Service and Support organizations were actively using Social Media of some variety.

I wrote a blog post on more of the findings at http://tinyurl.com/6g6w7za

While the survey didn't identify who was doing it best, I did find the numbers interesting, particularly how little Twitter was being used to supplement customer service and support.

Richard Gans Replied on Oct. 31, 2011

Thanks for the response Adele. Those numbers are interesting, especially since it means, in general, most large companies are not viewing social media as another contact channel.

i wonder if the low Twitter usage is due to the more difficult nature of following all the conversations. I'm not saying this makes it correct....just throwing it out as an idea.

Guy Stephens (@guy1067)

Social Media / SCRM Consultant, Capgemini

Posted on Nov. 1, 2011

I started up a list of companies using Twitter to provide customer service. At last count I had added 288 to it, but there's a whole lot more. The list covers all countries. http://twitter.com/#!/guy1067/twittercustomerservice/members

In terms of YouTube, you can check out companies in the UK like BT, O2 (O2 Guru), The Carphone Warehouse (Eyeopeners).

And there are more and more companies starting to offer customer service via Facebook such as BT, Thomas Cook etc. You can also check out a page I started up on Facebook itself to cover this - Social Customer Care Dialogue.

Richard Gans

Interactive Marketing Specialist, Social Channels, Forrester Research

Posted on Nov. 4, 2011

Thanks Guy. These are really helpful resources. I appreciate the help and the fact that you spent the time putting them together!

Adele Berenstein

Consultant and Trainer, Customer Satisfaction and Reputation Management

Posted on Nov. 7, 2011

I just published a new blog post you might find interesting. Who is Ignoring their Customers on Social Media? Two studies were done, one in the UK and one in the US. http://bit.ly/vB4F3b. They focused on Facebook but the US also looked at Twitter.

The quote I liked the best was “When Problems are left unresolved on a page, they attract empathy from other fans, creating an even bigger expression of dissatisfaction. Customers will rally against a company. Social networks encourage communities, and the last thing you want to do is to foster these against your poor service. Your page becomes a terrible advertisement for your company, encouraging others to join the hate club. “