Industry News | In Practice | The Bigger Picture | Digital Marketing | Your Business | Latest Research

Latest Articles

Instagram ads to expand beyond US. Here are some top tips for marketers

Photo app Instagram announced recently that it is to expand its ad offering outside the US and into Canada, the UK and Australia. So what are the learnings that organisations can learn from the first iteration of Instagram ads? New Media Knowledge sought the advice of brand planner Shane O’Leary to learn more. By Chris Lee.

more

How to make the most of Facebook’s latest Pages change

Facebook has changed the layout of its business Pages. New Media Knowledge caught up with integrated marketing experts Collider to learn how brands can make the most of the changes. By Chris Lee.

more

Usability explained: Examples and advice for successful user guidance

FACT-Finder’s Marino Casucci shares advice on best practice for creating successful user guidance in your online shop.

more

Related Articles

Consumers in emerging markets more inclined to use social media for customer service than those in developed markets

Filed under: All Articles > Industry News
Tags:
By: NMK Created on: March 5th, 2012
Bookmark this article with: Delicious Digg StumbleUpon

Contact centres need to address customers’ changing channel preferences and improve first contact resolution on the web, in both emerging and developed countries, according to Ovum. By Aphrodite Brinsmead.

Aphrodite Brinsmead

To help understand how adoption of social media and smartphones is evolving, Ovum conducted a survey of over 4,000 consumers across four developed countries (the US, the UK, France, and Germany) and four emerging countries (Brazil, Russia, India, and China). In a new study* the independent telecoms analyst firm discusses the survey results, including the ways in which consumers are using social media for customer service across these regions.

Web savvy consumers in emerging markets, such as China and India, are more inclined to use social media for customer service as opposed to consumers in developed countries. They are using social media to ask and respond to questions in communities, as well as to complain about or promote products and services.

According to the study, 32% of the respondents from emerging countries have used social media for customer service, compared to just 10% from developed countries. Although the results from emerging countries do not entirely represent the behaviour of those countries' populations, given that the respondents are more web savvy than the average individual, this trend is still compelling. It shows that those consumers with greater purchasing power in emerging countries have a preference for using social media for customer service. But while social media is widely talked about in today’s market, it has a long way to go before it can be used effectively by consumers and enterprises.

Relatively few customers, across both emerging and developed countries, are able to resolve their issues using social media tools because enterprises are not yet doing enough to encourage or support them. Although social media is not yet a mainstream tool for customer service, vendors must help enterprises integrate it within their contact center operations. It makes sense for those in emerging economies to develop better social media and web self-service capabilities in order to target those consumers who are readily adopting these channels.

Notes

*Understanding Consumer Challenges in Emerging Versus Developed Economies.

In order to determine regional distinctions, the results of the survey were divided into responses from customers in developed countries (France, Germany, the UK, and the US) and emerging countries (Brazil, China, Russia, and India).

About the author

Aphrodite Brinsmead is Customer Interaction Analyst at Ovum. <\p>

Comments

You must be logged in to comment.

Log into NMK

Register

Lost Password?

Newsletter


For the latest news from NMK enter your email address and click subscribe: