Ehhhhh, maybe not so much … at least if you believe some *ahem* “sponsored content” from the folks over at Destination CRM.

Actually, it’s from the folks at intelliresponse (Destination CRM only blasted the info to their mailing list), and while it’s the sort of information that’s hardly coming from someone without any skin in the game, it’s nevertheless tough to ignore. Here’s the salient point:

The number of questions asked via social media channels account for less than 1/100th of a percent of questions asked via customer-facing websites.

In other words: When customers have a customer service question, are they looking for answers in social media or on a company’s website? Overwhelmingly it’s the website.

Which begs the question: With spending on social forms of CRM on the rise big-time, is this really where dollars ought to be spent?

Takeaway for marketers: Sure, explore social customer service channels … but make sure your website is up to snuff first.

This entry was posted on Monday, January 30th, 2012 at 11:17 am and is filed under Internet Stuff, Marketing Stuff, Marketing Takeaways, Social Media.