A study released today by Oracle Corp. shows that consumers are going online more frequently and have higher expectations for customer service via social media and Web sites.

The “Consumer Views of Live Help Online 2012″ report surveyed more than 3,000 consumers worldwide regarding their use of customer service channels including call centers, live chat, click-to-call and email.

Among the key findings was that social media users expect a rapid response. More than half of Twitter users worldwide expect a personal response within two hours of tweeting a question or complaint and 51 percent of Facebook users expect a same-day response to questions or complaints posted via the social media site.

The study found that half of consumers worldwide browse and research products online daily, nearly double the number reporting daily habits in 2009. Consumer use of online customer service is also on the rise, as 50 percent of consumers use of Live Help compared with 37 percent in 2009.

Consistent with findings in 2009, live help – such as click to call and on-site chat – …

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