Consumers want more social media support from brands

Whether companies operate in-store or online, retailers may want to consider investing in social media service solutions to boost customer satisfaction and loyalty.

Whether companies operate in-store or online, retailers may want to consider investing in social media service solutions to boost customer satisfaction and loyalty.

According to a new infographic from Zendesk, 62 percent of consumers want retailers to offer them more support via social media channels, with nearly half of respondents noting that they've contacted retailers for service support through the medium.

Additionally, the infographic ranked the reasons why customers become Facebook fans of companies. These included already being customers of the company, wanting to access discounts, to show support for a brand, to be the first to know about new developments and to access exclusive content.

"The good news is once companies begin to engage in this arena, the more they find the importance in engaging in social channels," econsultancy reports. "The stats compiled by Zendesk aren't surprising on their own. It's only when you compare them to what brands are actually doing, there seems to be a discrepancy."

Facebook, Twitter, LinkedIn and individually branded blogs remain top choices for retailers.