Although this is a UK only study, it provides some good numbers on social media as a customer service channel.
I especially like the tips/advice/themes from interviews with both consumers and brands like BT and PepsiCo.
Via: Fishburn Hedges
Social Media as a Customer Service Channel
Nothing can really undermine the way social media serves as the missing link between businesses and customers. And it has been proven time and again that it enabled companies to get closer to their target audience. Thanks for sharing this!
I feel that you get a better response from companies when you take up an issue with them via social media; they want to mitigate people leaving them bad reviews.