By the end of the year, 80% of companies plan to use social media for customer service. On the consumer side, 62% of customers have already used social media for customer service issues. Gartner predicts one billion users will be on social networks by the end of 2012.
Another series of stats and thoughts about the role of social media in customer service. As we have been saying for a while now: social media is a great tool for customer service and this article (Why Social Media Makes Customer Service Better Mashable Why Social Media Makes Customer Service Better) explains why.