Does Anyone Really Use Social for Customer Service?

Nearly half of internet users look for company info on social channels

Toronto, ON (Nov. 13, 2014) – The top information resource used by internet users in Canada to find company information is unsurprising: search, according to a May survey by Ipsos Reid. But social media was not far behind, with 46% of internet users saying they looked at social networks, professional networks and blogs when checking out company info on the web.

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But what are social media searchers finding when they look up company info on these sites? While nearly half of internet users checked social media for information, a lower 36% of internet users said they bothered to actually share information about companies on social media sites.

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Much more common was traditional word-of-mouth. Nearly eight in 10 internet users in Canada said they told people they knew about companies�more than twice as many as posted to social sites about it.

Commenting on company sites or other blogging-related activity was even less common.

In spite of an estimated 18.5 million social network users in Canada, or 68% of the internet population there, it seems there is still a major traditional aspect to passing along brand information.

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SOURCE: eMarketer