Social Customer Service Statistics 2024 - Everything You Need to Know

Are you looking to add Social Customer Service to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Social Customer Service statistics of 2024.

My team and I scanned the entire web and collected all the most useful Social Customer Service stats on this page. You don’t need to check any other resource on the web for any Social Customer Service statistics. All are here only 🙂

How much of an impact will Social Customer Service have on your day-to-day? or the day-to-day of your business? Should you invest in Social Customer Service? We will answer all your Social Customer Service related questions here.

Please read the page carefully and don’t miss any word. 🙂

On this page, you’ll learn about the following:

Best Social Customer Service Statistics

Best Social Customer Service Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 548 Social Customer Service Statistics on this page 🙂

Social Customer Service Usage Statistics

The top social media platforms’ mobile usage is as follows98.3% of the world’s. ^[0]
Facebook usersaccess the platform via a mobile deviceOberlo).80% of all Twitter engagementhappens on a mobile deviceBusinessOfApps).70% of Youtube’s usagecomes from mobile devices . ^[0]
The gender split is57% / 43% in favor of male users.75% of Quora usagehappens on mobile devices. ^[0]
75% of Quora usagehappens on mobile devices. ^[0]

Social Customer Service Market Statistics

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[1]
Despite gloom and doom, Facebook remainsthe most used platform by marketersworldwide (93%). ^[2]
Based on projections,over 50% of marketersgot on board with LinkedIn in 2021 16.2% of LinkedIn usersuse. ^[2]
“#DigitalMarketing” (47%) is the most popular marketing hashtag among #ContentMarketing Tweets, followed by “#SEO” (40%) and “#marketing” (37%). ^[2]
In Q1 2021, marketersspent 60% moreon Facebook and Instagram ads versus Q1 2020. ^[2]
Retargeting ads are the most used among marketers, with77% of B2B and B2C. ^[2]
31% of marketers see increases in customer engagement from the use of social media. ^[3]
According to a report by Fortune Business Insights, the customer experience management market worldwide is worth as much as $11.34 billion in 2024. ^[4]
73% of marketers believe that their efforts through social media marketing have been “somewhat effective” or “very effective” for their business. ^[5]
71% of consumers who have had a positive experience with a brand on social media are likely to recommend the brand to their friends and family. ^[5]
73% of marketers believe that social media marketing has been “somewhat effective” or “very effective” for their business. ^[5]
Only 17% of marketers use landing page A/B tests to improve conversion rates. ^[6]
64% of SEO marketers call mobile optimization an effective investment. ^[6]
The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. ^[7]
83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. ^[7]
By 2024,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. ^[7]
% of respondents were“uncertain”about the effectiveness of story marketing.22.6% felt that story marketing was“very effective. ^[0]
”5.8% said that story marketing was“somewhat ineffective. ^[0]
”1.9% reported that their story marketing efforts were very ineffective.71% of brands don’t market themselves on social networks that have been built around instant messaging. ^[0]
When asked how effective they found their social media influencer marketing campaigns, respondents to a Buffer survey said the followingBuffer)45.2% described it as“somewhat effective.”23. ^[0]
effectiveness.23% described their influencer marketing as“very effective. ^[0]
”7.3% said their influencer marketing efforts were“somewhat ineffective. ^[0]
”1.6% described their influencer marketing campaigns as“very ineffective. ^[0]
59% of Facebook users have done the same, while Instagram brand engagement comes in at 34%Khoros).At 1.22%, Instagram boasts by far the highest average engagement rateof all the social networks that are popular amongst digital marketers. ^[0]
There are9 million advertisersusing Facebook advertising.70% of all digital marketersuse. ^[0]
Facebook is the most popular platform for social media marketing.94% of surveyed respondentsincluded it in their social media marketing strategies. ^[0]
Twitter is the fourth most popular platform for social media marketing.53% of surveyed brandsincluded the micro blogging network in their social media marketing strategies. ^[0]
Video is a popular marketing format on Instagram.58% of all video marketersplan to use Instagram in their social media campaigns in 2021.While. ^[0]
Instagram is the second most popular platform for social media marketing.76% of surveyed brandsincluded the app in their social media marketing strategies. ^[0]
According to WyzOwl’s annual video marketing report,87% of video marketersuse the platform for their social media. ^[0]
YouTube is the fifth most popular platform for social media marketing.53% of surveyed brandsincluded it in their social media marketing strategies. ^[0]
Only Youtube and Facebook were more popular amongst respondents.63% of the video marketerssurveyed by WyzOwl. ^[0]
LinkedIn is the third most popular platform for social media marketing.59% of surveyed brandsincluded it in their social media marketing strategies. ^[0]
With an averageCPC rate ofLinkedIn advertisers pay almost six times what they’d pay on Facebook.$5.26,LinkedIn is the most popular platform for B2B marketers.92% of brands that sell primarily to business customers. ^[0]
The professional social network accounts for more thanIf your company sells to businesses and you rely on content marketing, LinkedIn is the place to share your latest posts.50% of all social trafficdirected to B2B company blogs.91% of marketing professionals. ^[0]
The two runners up in this race were Twitter(29%)and Facebook(27%) . ^[0]
marketing.5% of surveyed brandsincluded it in their social media marketing strategies. ^[0]
At the start of this period, 17.3% of social media marketers used the platform to promote their brand. ^[0]
Four years later, this figure stood at 32.7%Emarketer).Pinterest Facts and StatisticsPinterest is the sixth most popular platform for social media marketing.25% of surveyed brandsincluded the image sharing platform in their social media marketing strategies. ^[0]
Regular users are highly likely to be influenced by marketing on Pinterest.85% of userswho pin on a weekly basis have made purchases based on brand activity on the platform. ^[0]
When asked how important social media is to their overall marketing strategy, brands gave the following responsesBuffer)58% said“very important.”30.5. ^[0]
”1.9% reported that their story marketing efforts were very ineffective. ^[0]
71% of brands don’t market themselves on social networks that have been built around instant messaging. ^[0]
37.2% of brandssurveyed by Buffer said that they are investing in social media influencer marketing. ^[0]
”1.6% described their influencer marketing campaigns as“very ineffective.”. ^[0]
At 1.22%, Instagram boasts by far the highest average engagement rateof all the social networks that are popular amongst digital marketers. ^[0]
In fact, only YouTube is a more popular network for video marketing.70% of video marketersuse Facebook as one of their broadcasting platforms. ^[0]
28% of video marketersplan to use Facebook Live to promote their brand in 2021. ^[0]
70% of all digital marketersuse Facebook advertising in their various campaigns. ^[0]
Video is a popular marketing format on Instagram.58% of all video marketersplan to use Instagram in their social media campaigns in 2021. ^[0]
According to WyzOwl’s annual video marketing report,87% of video marketersuse the platform for their social media campaigns. ^[0]
The professional social network accounts for more thanIf your company sells to businesses and you rely on content marketing, LinkedIn is the place to share your latest posts.50% of all social trafficdirected to B2B company blogs. ^[0]
91% of marketing professionals believe LinkedIn to be amongst the web’s most reliable resource of quality content. ^[0]
The two runners up in this race were Twitter(29%)and Facebook(27%) . ^[0]
TikTok is the eighth most popular platform for social media marketing.5% of surveyed brandsincluded it in their social media marketing strategies. ^[0]
Four years later, this figure stood at 32.7%Emarketer). ^[0]
Pinterest is the sixth most popular platform for social media marketing.25% of surveyed brandsincluded the image sharing platform in their social media marketing strategies. ^[0]

Social Customer Service Software Statistics

Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2024, an increase of 21.3% from 2021. ^[7]
Kinguin, thanks to implementing customer service solutions like live chat software has grown its customer satisfaction rate to 97%. ^[8]

Social Customer Service Adoption Statistics

all brands report AI adoption in at least one function, up from 50% in 2020. ^[7]

Social Customer Service Latest Statistics

45% of the world’s population uses social media. ^[9]
Approximately one in three (34%). ^[9]
51.7% of consumers expect businesses to respond to their negative review within seven days. ^[9]
42% of people that have social media use it to research products. ^[9]
91% of social media users access their channels through mobile devices. ^[9]
If you don’t respond to comments on social media, it can lead to a 15% increase in churn rate. ^[9]
Answering a social media complaint can increase customer advocacy by as much as 25%. ^[9]
94% of consumers say an online review has convinced them to avoid a business. ^[9]
Globally, 54% of people had a more favorable view of brands that responded to customer service questions or complaints on social media. ^[9]
70% of Facebook users visit the site daily, and more than half visit it multiple times each day. ^[9]
74% of people use Facebook to keep up to date with friends and family. ^[9]
60% of Twitter users expect a response to their tweet within an hour. ^[9]
63.7% of global Twitter users identified as male while only 36.3% are female. ^[9]
When a customer receives a response from a brand on Twitter, they’re willing to spend up to 20% more on a product in the future. ^[9]
Behind price and brand reputation, cultural relevance drives 23% of a consumer’s purchase decision. ^[9]
71% of customer service complaints made on Twitter aren’t answered. ^[9]
Twitter’s global audience is composed of 38.5 percent of users aged between 25 and 34 years old. ^[9]
40% of U.S. adults are using Instagram, which is 7% higher than last year. ^[9]
Americans between the ages of 18 and 24 are more likely to use Instagram, Snapchat, and TikTok than any other age group. ^[9]
Your company’s Instagram influences 80% of Instagram users’ decision to buy your product or service. ^[9]
59% of Instagram users visit the platform on a daily basis. ^[9]
67% of users use Instagram to keep up to date with what’s trendy. ^[9]
71% of businesses are using Instagram. ^[9]
Pinterest is 31% more popular with women than it is with men. ^[9]
82% of Gen Z people say they trust Reddit when it comes to learning more about products. ^[9]
50% of Americans with a college degree use LinkedIn, whereas only 9% with a high school diploma or less use LinkedIn. ^[9]
LinkedIn accounts for 80% of social media leads for B2B businesses. ^[9]
Hispanic Americans (46%) are far more likely to say they use WhatsApp than Black (23%) or White Americans (16%). ^[9]
Service interactions with automated chatbots jumped 81% in 2020 42. ^[9]
63% of companies are prioritizing customer experiences more in 2021. ^[9]
80% of consumers say the star ratings they trust the most are 4.0, 4.5, and 5 stars. ^[9]
59% of consumers message a brand to share a great experience, followed by 37% for customer service issues. ^[9]
An estimated 67% of consumers now use social media networks like Twitter and Facebook to seek resolution for issues. ^[10]
Customers spend 20 40% more with companies engage and respond to customers via social media. ^[10]
Nearly 70% of consumers have said that they have used social media for issues to do with customer service on at least one occasion. ^[10]
70% of people expect to message businesses more in the future for customer service questions. ^[11]
64% of people would rather message than call a business. ^[11]
18.7% of U.S. social buyers completed their most recent purchase without leaving the social app. ^[11]
Forrester predicts digital customer service interactions will increase by 40% Banks that rank highly for social media respond to customer service replies within an hour 59% of brand replies to user Tweets occur within 15 minutes. ^[11]
However, this number drops to 30% when brands do not have a separate customer service Twitter account. ^[11]
9% of brands don’t reply to comments on Instagram, and 16% don’t respond to comments on Facebook. ^[11]
40% of holiday shoppers say they are more likely to consider buying from a brand they can message. ^[11]
60% of Internet users say bad customer service is a concern when making an online purchase. ^[11]
Twitter account is more likely to respond within 15 minutes. ^[11]
If you respond to 90% of messages and have a response time of 15 minutes or less, you’ll get a Very Responsive to Messages Your social customer service may not be available 24/7, and that’s okay. ^[11]
Of consumers who posted complaints on social media, 84% used Facebook and 26% used Twitter. ^[11]
Facebook and Facebook Messenger represent 17% of the time spent on apps by US customers. ^[12]
Responding to an issue on Twitter can make people spend 3% to 20% more. ^[12]
For example, if airlines respond to customer issues, customers tend to spend 3% more with the company in the future. ^[12]
For telco companies, there’s an opportunity to increase by 10%. ^[12]
For food services, like a pizza delivery service, that means an increase of up to 20%. ^[12]
Customers in the 4554 age demographic are most likely to share their experiences of an organization through social media, closely followed by 1824year. ^[12]
31% of customers turn to social media to make pre. ^[12]
Globally, In 2017,64%of Americans contacted some form of customer service. ^[13]
In 2017, Worldwide,67%of people believe that customer service as a whole is improving. ^[13]
52%of people around the globe believe that companies need to take action on feedback provided by their customers. ^[13]
75%of brands report that they are measuring customer engagement, but cannot define what it is. ^[13]
46%of global contact center decision makers project their contact centers to grow 5% 10% in the next year, and 14% project growth of more than 10%. ^[13]
A customer experience promoter has a lifetime value to a company that’s600 to 1,400%that of a detractor. ^[13]
67%of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[13]
Across the globe, 33%of customers who abandoned a business relationship last year did so because personalization was lacking. ^[13]
48%of consumers expect specialized treatment for being a good customer. ^[13]
34%of companies are implementing “customer journey mapping” into their customer service. ^[13]
72%of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.”. ^[13]
Brands are viewed more favorably by77%of consumers if they proactively invite and accept customer feedback. ^[13]
89%of consumers have switched to doing business with a competitor following a poor customer experience. ^[13]
70%of consumers say they have already made a choice to support a company that delivers great customer service. ^[13]
Service insight and knowledge is also key to a good experience according to62%of consumers. ^[13]
Service insight and knowledge is also key to a good experience according to Americans will pay17%more to do business with firms with great reputations when it comes to customer service. ^[13]
52%of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[13]
Attracting a new customer is About one in three people (30%). ^[13]
About one in three people . ^[13]
A5%increase in customer retention can produce25%more profit. ^[13]
Globally, companies respond to customer service questions85%of the time. ^[13]
90%of customers are influenced by positive reviews when buying a product. ^[13]
Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for73%of customers. ^[13]
Increasing customer retention rates by5%increases profits by25% to 95%. ^[13]
The 67%of customer churn is preventable if firms resolve issues the first time they occur. ^[13]
27%of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[13]
12%of Americans rate their number one frustration with customer service as “lack of speed.”. ^[13]
79%of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[13]
91%of customers who are unhappy with a brand will just leave without complaining. ^[13]
56%of people around the world have stopped doing business with a company because of a poor customer service experience. ^[13]
47%of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[13]
72%of consumers see having to explain their problem to multiple people as poor customer service. ^[13]
After a bad customer service experience,39%of customers will avoid a company for two years. ^[13]
44%of consumers say they have received the wrong answer from a customer service representative in the past. ^[13]
84%of millennials say that businesses are meeting or exceeding their service expectations. ^[13]
Millennials will pay21%more to do business with companies who excel at customer service. ^[13]
the 63%of millenials begin their customer service interactions online. ^[13]
74%of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[13]
Millennials use their mobile devices to contact customer service at a rate of43%. ^[13]
Millennials use their mobile devices to contact customer service at a rate of 31%of customers report reaching out to a company via Twitter. ^[13]
It’s estimated that45%of customer service requests over social media are acknowledged by the company. ^[13]
It’s estimated that 67%of customer service interactions can be handled by a dedicated community of core customers. ^[13]
29%of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[13]
57%of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[13]
disputes,40%of customers prefer talking to a real person over the phone. ^[13]
For more complicated interactions, such as payment disputes, 23%of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[13]
88%of consumers are influenced by online customer service reviews when making a buying decision. ^[13]
86%of millennials say they are influenced by negative reviews when purchasing a product or service. ^[13]
33%of customers have contacted a company using Facebook and similar social channels. ^[13]
79%of millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[13]
Out of all customer service engagements around the world in 2017,52%began online. ^[13]
Out of all customer service engagements around the world in 2017, 66%of consumers have used at least 3 different communication channels to contact customer service. ^[13]
Globally, only5%of customer service interactions begin with a face to face meeting. ^[13]
Globally, only 74%of Americans have used the landline to contact customer service. ^[13]
Over50%of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”Incite. ^[13]
It’s estimated that by 2020,85%of customer service interactions will be automated. ^[13]
It’s estimated that by 2020, Over60%of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[13]
30%of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[13]
37%of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. ^[13]
30%of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[13]
77%of consumers report having used a self. ^[13]
Answering a complaint increases customer advocacy by as much as 25% 3. ^[14]
Not answering a complaint decreases customer advocacy by as much as 50% 4. ^[14]
Forty percent of customers who complain in social expect a response within one hour 5. ^[14]
Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[1]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[1]
For 86%, good customer service turns onetime clients into long. ^[1]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[1]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[1]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[1]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[1]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[1]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[1]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[1]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[1]
72% of companies believe they can use analytics reports to improve the customer experience. ^[1]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[1]
58% of American consumers will switch companies because of poor customer service. ^[1]
65% of customers said they have changed to a different brand because of a poor experience. ^[1]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[1]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[1]
78% of customers have backed out of a purchase due to a poor customer experience. ^[1]
60% of customers define âimmediateâ as 10 minutes or less. ^[1]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[1]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[1]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[1]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[1]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[1]
Almost 90% of customers report trusting a company whose service they rate as âvery good.â On the other hand, only 16% of those who give an âinferiorâ rating trust companies to the same degree. ^[1]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[1]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[1]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[1]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[1]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[1]
Read on to find some jaw dropping customer service statistics around personalization 70% of customers say service agentsâ awareness of sales interactions is fundamental to keeping their business. ^[1]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[1]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[1]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[1]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[1]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[1]
88% of people trust companies that vow not to share their personal information without permission. ^[1]
92% of customers appreciate companies giving them control over what information is collected about them. ^[1]
23% of businesses use social media as a tool to collect and analyze data. ^[1]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[1]
56% of customers donât mind sharing their personal information in exchange for better service. ^[1]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[1]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[1]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[1]
36% of consumers will share their customer service experience, whether good or bad. ^[1]
87% of consumers read online reviews for local businesses in 2020. ^[1]
72% of customers will share their good experiences with others. ^[1]
72% of customers will tell six or more people if they have a satisfying experience. ^[1]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[1]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[1]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[1]
50% of customers say they donât share their bad or good service experiences through social media. ^[1]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[1]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[1]
13% of customers tell 15 or more people if they have a negative experience. ^[1]
79% of customers who share their complaints online see their complaints ignored. ^[1]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[1]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[1]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[1]
The effectiveness of bots in resolving issues has fallen to 28%. ^[1]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[1]
64% of customers want to shop with companies that can meet their needs in real. ^[1]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[1]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[1]
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[1]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[1]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[1]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[1]
69% of consumers first try to resolve their issue independently, but less than onethird of companies offer self service options such as a knowledge base. ^[1]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[1]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[1]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[1]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[1]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[1]
33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. ^[1]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[1]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[1]
62% of customers would prefer to âhand out parking ticketsâ than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. ^[1]
35% of customers have become angry when talking to customer service. ^[1]
27% of Americans report that ineffective service is their number one customer service frustration. ^[1]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[1]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[1]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[1]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[1]
78% of customers have given up on a transaction because of a negative customer experience. ^[1]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[1]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[1]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[1]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[1]
A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[1]
Call center statistics have placed it as high as 45%!. ^[1]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[1]
Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, itâs worth investing in resolving it. ^[1]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[1]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[1]
64% of U.S. consumers contacted customer service in 2017. ^[1]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[1]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[1]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[1]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[1]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[1]
Some of the companies in the study saw hold times grow by 34% and escalations increase by more than 68%, further highlighting the impact customer service has on businesses. ^[1]
One of the Tethr AI study companies provided customer service statistics that showed difficult interactions had a 6% chance of resulting in an upsell or cross. ^[1]
The chances are usually 80% when the customer service experience is excellent. ^[1]
Only about 4% of customers who leave or threaten to leave are enticed to stay by accepting a promo, down from the average of 20% in the past. ^[1]
According to survey respondents, 75% of Twitter users have used the platform to engage with brands. ^[15]
That’s also largely the case on Facebook, where 59% of Facebook users reach out to brands, and only slightly less for Instagram users, at 34%. ^[15]
33% of Twitter and Facebook users who communicate with brands reach out primarily for answers to questions. ^[15]
The same is true for 30% of Instagram users. ^[15]
20% of Twitter users who reach out to a brand on social media do so to complain, compared to 14% of Facebook users. ^[15]
Instagram sees the lowest complaint rate at just 8%. ^[15]
Over 65% of social media users across all three platforms expect brands to respond, regardless of whether the initial outreach from the consumer was via private message or public post. ^[15]
People who communicate with brands on Instagram, for instance, are the least likely to reach out to a brand through any other platform , with 76% preferring Instagram to all other forms of communication. ^[15]
These numbers are almost as high with Twitter and Facebook users, at 68% and 66%, respectively. ^[15]
According to our survey, 33% of Instagram users who communicate with businesses via the platform said a brand should respond to their complaint within an hour, compared to 29% of Twitter and 27% of Facebook users. ^[15]
It’s worth noting that 42% of Gen Z consumers use Instagram to communicate with brands, versus only 33% non. ^[15]
Something else that sets Instagram apart from other platforms is that it’s the only one where users are more likely to communicate with brands so that they can connect to other fans of the brand (13%), as opposed to reaching out with a complaint (8%). ^[15]
As mentioned earlier, 75% of Twitter users have used the platform to communicate with brands (versus 59% of Facebook users and 34% of Instagram users). ^[15]
But men are far more likely to reach out to a brand on Twitter; 81% have done so, compared to 68% of women. ^[15]
27% of men said they expect a response within an hour, even when it’s not a complaint, versus 22% of women. ^[15]
Unlike Twitter and Instagram, whose main user bases skew younger, Gen X is the most likely to use Facebook to communicate with brands (63%). ^[15]
For Gen X, 24% also expect an hour or less, as well as 22% of Gen Z and 14% of Baby Boomers. ^[15]
It’s important to hit that three hour mark because as many as 50% of consumers expect a response by that time. ^[15]
(95% confidence level; 2.7% margin of error.). ^[15]
TikTok is the fastest growing social network with a staggering105% user growth ratein the US over the past two years. ^[2]
Instagram sits in second place (78%). ^[2]
Facebook is responsible fora quarter of(25%) versus Google (28.9%), Amazon (10.3%) and others (35.6%). ^[2]
Instagram dominates social streaming services in terms of engagement . ^[2]
Engagement rates on Instagram are approximately more thansix times higherthan those on Facebook (0.83% to 0.13%). ^[2]
Instagram Stories (83%) and grid posts (93%). ^[2]
Uses of the “#ad” tag on Instagramdecreased 17% over the past yearamong influencers. ^[2]
44% of usersshop for products on Instagram weekly . ^[2]
Linkedin ad revenue recently exceeded$1 billion in 2021, growing by 37% while organic session engagement grew by a record 22%. ^[2]
the platform daily (versus 48.5% that log in monthly). ^[2]
LinkedIn has one of the highestearning and most educated bases on social media —51% college educatedwith half of users earning more than $75,000 annually. ^[2]
earn53% more engagementand twice the CTR of employee. ^[2]
52% of Twitter usersuse the platform daily (versus 84% that use it weekly). ^[2]
Twitter’s US advertising revenue totaled $647 million in Q3 2021, anincrease of 51% YoY(and up 98% from the previous quarter). ^[2]
Shoppers on Pinterest have85% larger shopping cartsthan buyers on other platforms. ^[2]
According to the platform themselves,7 in 10 Pinnerssay that Pinterest is their go to place to find products or services they can trust. ^[2]
are40% more likelyto say they love shopping. ^[2]
62% of TikTok userssay that platform specific branded content is the best way to connect to customers. ^[2]
39% of Gen Z consumerssay that their purchasing decisions are influenced directly by what they see on TikTok. ^[2]
TikTok sawthe largest increasein planned new platform investment for brands in 2024 (84%) versus YouTube (66%) and Instagram (64%). ^[2]
Influencers withless than 5k followerssee the highest engagement rates on TikTok (17.9%) vs macro influencers with up to 1 million followers (13.48%). ^[2]
Social media recently overtook paid search as an advertising channel,growing 25% YoYand exceeding $137 billion. ^[2]
Social media usersoverwhelmingly trust other usersas their “preferred” form of influencer, most likely to buy from them based on a product recommendation (37%) versus celebrities (7%). ^[2]
Privacy and data protection are “extremely impactful” and important to52% of social media users. ^[2]
42% of leading UK companies say that customer service is the most important skill required for real time social community engagement. ^[3]
Of the 4.8m small businesses in the UK, nearly a quarter (23%). ^[3]
49.5% of 1824 year olds have dealt with a brand through social media. ^[3]
27.4% of 55+ age group have also dealt with a brand with social media. ^[3]
Almost 10% of all brand mentions by a male follower are a complaint, as are 5% of brand mentions by a female follower. ^[3]
53% of customers who ask a brand a question on Twitter expect a response within one hour. ^[3]
However, if a customer makes a complaint to a brand using Twitter, that figure goes up to 72%. ^[3]
If companies don’t respond within the one hour time frame, 38% of people feel more negatively towards the brand, and an impressively galvanised 60% will take action against the brand using social media. ^[3]
74% of customers believe that if they take to social media to criticise a brand, this leads to better service. ^[3]
Mentions of dedicated customer service handles have increased by 44% yearover. ^[3]
The average response rate to all customer service mentions was 42%, while Ford achieved the best response rate at 75%. ^[3]
Only five of the dedicated support accounts maintained response rates greater than 60%. ^[3]
The top 10 dedicated handles account for a massive 59% of total customer mentions, and demand has actually increased by 20% since December 1. ^[3]
These accounts responded by increasing the number of tweets they sent by 39%. ^[3]
Brands improved their response rate by 143% on Facebook over the last year. ^[3]
Especially compelling is the fact that if a follower receives good customer service via social media, they will spend 21% more. ^[3]
Social media websites now play an important role in developing the overall customer support strategy as more than 80% of consumers are now using social media to engage with brands. ^[16]
Answering a social media complaint can increase customer advocacy by as much as 25% 84% of US consumers who sent customer service requests through social media say they have received a response from the company. ^[16]
59% of Americans with social media accounts believe that social media has made customer service easier 33% of consumers who would rather contact a brand’s customer service via social media rather than by phone Join 25,000+. ^[16]
This is a 12.2 percent yearover year increase from its value of $10.11 billion in 2021 and is expected to increase to $32.53 billion by 2029. ^[4]
Its compound annual growth rate is expected at 16.2 percent from 2024 to 2029. ^[4]
70 percent of them have decided to buy from a brand based on the quality of their customer service, and as many as 78 percent would switch to a competitor after multiple bad experiences. ^[4]
A whopping 95 percent of consumers say that customer service is important for brand loyalty. ^[4]
This is so much so that more than 60 percent of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[4]
According to a study, 75 percent of consumers will still choose to interact with a real person even as the technology for automated solutions improves. ^[4]
In fact, a survey by HubSpot shows that consumers loathe the latter so much that 62 percent of them would prefer to “hand out parking tickets.”. ^[4]
And it even beats out dealing with knowledgeable customer service representatives, which relatively fewer. ^[4]
And as an added incentive to invest more time and energy into customer service, the same report shows that 72 percent of customers say they share good experiences with others. ^[4]
A study has shown that more than three quarters of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[4]
68 percent of consumers say they are willing to fork out more for products and services from a brand that’s known to offer good customer service experiences. ^[4]
This is to be considered alongside the growing expectations of consumers – 46 percent of consumers surveyed say they expect more from customer service than the previous year. ^[4]
81 percent of consumers say a positive customer service experience increases the chances of them making another purchase. ^[4]
95 percent of all consumers consider customer service to be important for brand loyalty. ^[4]
61 percent of consumers would switch to a competitor after just one poor customer service experience. ^[4]
76 percent of consumers prefer to reach customer support via phone calls. ^[4]
68 percent of consumers are willing to pay more to have better customer service experiences. ^[4]
According to Nielsen, as many as 33% of customers prefer to contact brands through social media channels as opposed to using the phone and waiting for a human to answer their questions. ^[17]
While just 33% prefer to use social media for contacting brands, nearly 70% of consumers have previously used social media for customer service related issues on at least one or more occasions. ^[17]
Inc.’s research found that poor response times or lack of responses can lead to as much as a 15% increase in customer churn. ^[17]
According to the White House Office of Consumer Affairs, 96% of customers who have a bad experience will not tell the business,” writes Alex Turnbull, founder of the customer support app Groove. ^[17]
According to Forrester, over 75% of adults say that valuing their time is the most important thing a company can do to provide good service. ^[17]
According to Bain & Company, when companies use social media to actively engage customers on service related issues, those customers will spend 20% to 40% more on average with that company. ^[17]
According to Twitter, the number of tweets directed at leading brands’ customer service accounts has grown by nearly 3%. ^[17]
Twitter found that many leading B2C companies are responding to at least 60% of tweets directed at their brand handles or service accounts. ^[17]
As it stands, that equates to about 48 percent of the current world population. ^[5]
Roughly two thirds of U.S. adults (68%). ^[5]
To break it down, 84 percent of US adults aged from 18 to 29 are active social media users. ^[5]
This number falls slightly to 81 percent for the 30to 49year old age group and further to 73 percent for those aged from 50 to 64. ^[5]
54% of social browsers use social media to research products. ^[5]
49% of consumers claim that they depend on influencer recommendations on social media to inform their purchasing decision. ^[5]
91% of all social media users access social channels via mobile devices. ^[5]
Likewise, almost 80% of total time spent on social media sites occurs on mobile platforms. ^[5]
Among US adults, 84 percent of those aged 18–29, 81 percent of those aged 30–49, 73 percent of those aged 60–64, and 45 percent of those aged 65 and above are active social media users. ^[5]
54% of social browsers use social media to research products. ^[5]
71% of consumers who have had a positive experience with a brand on social media are likely to recommend the brand to their friends and family. ^[5]
49% of consumers depend on influencer recommendations on social media. ^[5]
In fact, according to Aberdeen, companies that have a well crafted social customer service approach experience 92% customer retention. ^[18]
Gartner predicts that by 2020, 90% of companies will be using social media for customer service. ^[18]
Email collection forms were the most successful at converting viewers, with a 15% conversion rate in 2020. ^[6]
Events placed at the beginning of videos perform the best, with a conversion rate of 12.7%. ^[6]
3.5% of ecommerce website visits via mobile are converted into purchases, compared to 3.9% on desktop. ^[6]
Email visitors are the most likely to convert on forms — and people coming from search advertisements are the least likely. ^[6]
The highest bounce rates are on social (45%) followed by direct (44%). ^[6]
Almost 25% of companies invest in mobile optimization as a top SEO tactic. ^[6]
86%of professionals engaged in, or leading, CX expect to compete based on CX. ^[7]
87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. ^[7]
reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2024 to 2030. ^[7]
86%of consumers would leave a brand after as few as two poor experiences. ^[7]
65%of all consumers find a positive experience with a brand to be more influential than great advertising. ^[7]
74%of consumers are at least somewhat likely to buy based on experiences alone. ^[7]
68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. ^[7]
61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. ^[7]
56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. ^[7]
66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. ^[7]
CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. ^[7]
60%of consumers report that they will become repeat buyers after a personalized purchasing experience. ^[7]
91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. ^[7]
62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. ^[7]
Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. ^[7]
52%of consumers expect a response from a brand within one hour. ^[7]
However, 39% report having to wait more than two hours for a reply. ^[7]
65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. ^[7]
42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. ^[7]
52%of all worldwide website traffic is on mobile devices. ^[7]
They are expected to increase 15% annually and reachover $700Bby 2025. ^[7]
Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. ^[7]
More than 60%of consumers look for self service first, instead of contacting a live agent. ^[7]
2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. ^[7]
Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. ^[7]
71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. ^[7]
By 2024, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. ^[7]
For instance, merely ignoring social media support requests produces a 15% higher average churn rate compared to companies who respond to support requests. ^[8]
Your business will gain 3 – 20% greater customer spending per interaction if you quickly respond to and resolve customer issues without redirecting to other channels. ^[8]
An ideal response time is less than 60 minutes, which is the expectation of 42% of consumers. ^[8]
More than half (58%). ^[8]
Of all the social media sites, Facebook has the greatest proportion (82%). ^[8]
53% of customers expect a response within one hour. ^[8]
90% of companies will use social media for customer service. ^[8]
Accenture reveals that bots can handle 80% of customer engagements AI should never be the totality of your plan, but it certainly works as a tool to enhance your team’s capabilities. ^[8]
In 2017, Twitter and Facebook experienced a 71% increase in service inquiries. ^[8]
(62%) companies believe a competitive edge can be gained through customer experience from their contact centers. ^[8]
According to Google Trends, its popularity has grown by 70% within the last 5 years and it’s likely here to stay with more and more businesses treating their social media with more care. ^[8]
In the ecommerce/retail industry, there’s an average of 83% customer happiness and a 105 min. ^[8]
Social Media Demographics84% of US adults aged 18 29 say they use social media on a daily basis. ^[0]
In comparison, 81% of those aged 30 – 49, 73% of the 50 – 64 age group, and 45% of those aged over 65 had the same responsePew Research).Internet users from the Philippines are the most active national group on social media. ^[0]
That’s below the worldwide average figure of 2 hours and 24 minutes for 2020Hootsuite).Globally,men use social media more than women do.54% of the world’s social network users are male and 46% are female. ^[0]
In predominantly“western”continents, women use social media more than menBacklinko).North America55% female vs 45% male. ^[0]
Australasia53% female vs 47% maleSouth America53% female vs 47% male. ^[0]
In Africa and Asia, male social media users far outnumber their female counterpartsBacklinko).Africa41% female vs 59% male. ^[0]
.Facebook50% D vs 46% RYouTube55% D vs 42% RTwitter65% D vs 33% RInstagram64% D vs 32% RReddit79% D vs 21% RLinkedIn61% D vs 37% RMobile Social Media. ^[0]
Usage99% of social media usershave used their mobile devices to access at least one platform.80% of all social media interactionshappen on mobile devices. ^[0]
When asked which platforms they post video content to, brands gave the following responsesBuffer)81.2% said Facebook.62.9 said YouTube.57.8 said Instagram.45.6 said Twitter.32.6 said LinkedIn. ^[0]
its effectiveness.5.6% said that it’s been“somewhat ineffective.”2.3. ^[0]
Media and Online Commerce67% of online shoppershave bought a product after seeing it advertised on social media. ^[0]
decisions,52% of surveyed consumers said they would buy something from a brand they follow on Facebook. ^[0]
engine$96.01Social Media and Influencer Marketing49% of social mediausers say that. ^[0]
This is a relatively clear indicator that conversations involving them are often not actively monitored by brands.96% of peoplethat. ^[0]
profile75% of Twitter users have used the platform to get in touch with a company. ^[0]
Facebook pages have an average engagement rate of 0.08% and Twitter sits with a figure of 0.045%SocialMediaCollege).These. ^[0]
are the most common ways that people on social media engage with brands in one monthGWI)37% of people. ^[0]
visited a brand’s social media profile page.36% of people started following a brand on a social media platform.26% of people shared content from a website using the web page’s. ^[0]
are more likely to use the platform to reach out for support than their Facebook or Instagram counterparts.53% of all customerto brand interactions on Twitter have a support intent,. ^[0]
Individual Social Network Marketing Facts and StatsFacebook Facts and StatisticsAccording to Mark Zuckerberg, the majority of these brands are classified asOver 200 million brandsuse. ^[0]
In 2015,71% of teens said they were on the platform, this has dropped to 67%in. ^[0]
In the 12 months between Q4 2019 and Q4 2020, Facebook showed a massive31% increasein ad revenue. ^[0]
per click affordability.$0.97Facebook video ads have an averageCPC rate of$1.86.According to a 2018 study, a massive78% of US shoppershad bought a product they discovered on Facebook at least once. ^[0]
your brand has a presence on Twitter, expect users to reach out to you for support.71% of the peoplewho get in contact with you here expect a response within an hour. ^[0]
A 2019 study conducted by HubSpot found thattweet that included a trending hashtag were12 times more likelyto be interacted with than a tweet with no hashtag. ^[0]
In 2018, 24% of this demographic was active on the micro. ^[0]
This figure dropped to 22% for 2019 and 2020 but recovered to 23% by April 2021Statista).Link. ^[0]
engagement is remarkably high on Twitter.92% of the platform’s user interactionsare link clicks. ^[0]
Adverts with a“socially responsible” angleperform 12% betterthan other advertisement types. ^[0]
In fact,e.men make up 70%of the social network’s user basInstagram Facts and Statistics90% of all Instagram’s usersfollow a business account.50% of surveyed Instagram usersreported. ^[0]
this says a lot about Instagram’s popularity with millennials, it’s worth noting that this figure was70% of all Instagram usersare under the age of 35.90% in 2015. ^[0]
ThInstagram posts tagged with a locationTagging a post with location is a high value play since it takes about 5 seconds to do.have a 79% engagementthan posts without a location tag. ^[0]
Despite images being the most common content being posted on Instagram, videos receive21.2% more user interactionsthan imagery. ^[0]
77%*Watching videos 51%*Sharing content with the platform’s greater community 45%Sharing content with a specific user 31%Catching up on news 18%Finding/shopping for products. ^[0]
In Q3, 2020, 72% of US women and 72% of the country. ^[0]
YouTube is one of the few social networks that reach a very young audience.80% of US parents of children under the age of 11 say that their offspring watches YouTube. ^[0]
53% of these respondents say their kids watch YouTube on a daily basisPew Research).94.5% of US adultswho use their TV sets to watch streaming services also use their televisions to watch YouTube content. ^[0]
In a survey conducted by Google,70% of participantssaid that they did business with a brand after seeing one of their YouTube advertisements. ^[0]
Twitter comes in second at 89% and Facebook is tied with YouTube with 77%No other social media platform is as effective as generating traffic for B2B companies as LinkedIn. ^[0]
Twitter came in second with 87% and Facebook third with 76%. ^[0]
LinkedIn has reported thatbrands advertising on their platform see an increase in purchase intent ofup to 33%amongst prospective customers.. ^[0]
WhatsApp came in second with 600 million and Facebook narrowly beat Instagram to the podium with 540 million downloadsApptopia).The age ranges of TikTok’s user base are as followsStatista)10 – 19 25%20 – 29 22.4%30 – 39 21.7%40 – 49. ^[0]
11%58.8% of all Tiktok usersbased in the United States are female. ^[0]
45%*Catching up on news 17%Finding/shopping for products. ^[0]
analyzed48% of US internet users between the ages of 15 and 25 are Snapchat usersStatista)Only 5% of US internet usersover the age of 56 use Snapchat. ^[0]
millionGlobally, Snapchat is more popular amongst women than men.57.4% of the app’s userbase are female, while 40.9% are maleStatista).Snapchat outscores all but two other social networks in terms of customer satisfaction. ^[0]
The image sharing network boasts anACSI score of 77 out of 100.85%of Pinterest’s user baseaccess the platform via its mobile app. ^[0]
Pinterest is a popular network globally, withmore than 50%of its user base located outside of the United States. ^[0]
Despite 60% of Pinterest users being women, the platform is seeing an upsurge in popularity amongst men. ^[0]
The platform reports a 50% yearonyear growth in its Gen Z user base and a 36% yearon year increase in Millenial users80% of US mothersare Pinterest users. ^[0]
Regular“Pinners”spend80% more on retail purchasesthan consumers who aren’t on the platform.90% of Pinterest usersuse the platform to find inspiration for a retail purchase. ^[0]
91% of its user base describe Pinterest as a“place of positivity”while 83% of surveyed users say that the platform builds their self confidence2 out of 3 Pinterest userssay that they actively use the platform to find a trustworthy product or service. ^[0]
This is a higher percentage than any other social media platform.25% of Pinterest users’time on the platform is spent shopping. ^[0]
photos59%Watching videos21%**Sharing content with the platform. ^[0]
’s greater community21%**Sharing content with a specific user12%**Catching up on news9%**Finding/shopping for products47%*Promoting their business5%. ^[0]
According to Alexa, 37.7% of the platform’s visitors are from India. ^[0]
The United States comes in second with 24.4% and Canada gets the bronze with 2.9%Alexa).B2B advertising is more prevalent on Quora than B2C.60% of the platform’s advertisershave business customers, while 40% target consumers. ^[0]
Quora boasts a well educated user base, with65% of the platform’s usershaving a college degree. ^[0]
Quora users are37% more likelyto occupy decision making positions within an organization than the general population. ^[0]
More than80% of ad impressionsand click throughs occur on mobile phones and tablets. ^[0]
Quora’s age group spread is as followsBloggingX)18 – 2445.5%25 – 3432.5%34 –. ^[0]
552%Over 651.6%Reddit Facts and StatisticsIn Q4, 2020. ^[0]
Reddit users’ age ranges are spread as followsMarketing Charts)18 – 2421%25 –. ^[0]
651%52% of Reddit users in the United Statesaccess the platform on a daily basis. ^[0]
84% of US adults aged 18 29 say they use social media on a daily basis. ^[0]
In comparison, 81% of those aged 30 – 49, 73% of the 50 – 64 age group, and 45% of those aged over 65 had the same responsePew Research). ^[0]
Globally,men use social media more than women do.54% of the world’s social network users are male and 46% are female. ^[0]
.Facebook50% D vs 46% RYouTube55% D vs 42% RTwitter65% D vs 33% RInstagram64% D vs 32% RReddit79% D vs 21% RLinkedIn61% D vs 37% R 99% of social media usershave used their mobile devices to access at least one platform. ^[0]
80% of all social media interactionshappen on mobile devices. ^[0]
When asked how effective social media has been for their digital business, brands responded with the following answersBuffer)43.4% said that it’s been“somewhat effective. ^[0]
67% of online shoppershave bought a product after seeing it advertised on social media. ^[0]
The remaining 48% of respondents said they were most likely to be influenced by a combination of Instagram, YouTube, Pinterest, Twitter, LinkedIn, Snapchat, and RedditLovelyMobile). ^[0]
54% of peoplebrowsing social media are doing so because they want information on potential products to buy. ^[0]
49% of social mediausers say that they“depend on”influencer opinions to help them make purchasing decisions. ^[0]
75% of Twitter users have used the platform to get in touch with a company. ^[0]
59% of Facebook users have done the same, while Instagram brand engagement comes in at 34%Khoros). ^[0]
Facebook pages have an average engagement rate of 0.08% and Twitter sits with a figure of 0.045%SocialMediaCollege). ^[0]
These are the most common ways that people on social media engage with brands in one monthGWI)37% of people. ^[0]
Twitter users are more likely to use the platform to reach out for support than their Facebook or Instagram counterparts.53% of all customerto brand interactions on Twitter have a support intent, while Facebook and Instagram come in at 46%Khoros). ^[0]
how wellconsumersthink social support is being handled.80% of brands feel their providing adequatesupport via social media, while only8% of customers are satisfiedwith how their social support queries are handledSmartInsights). ^[0]
According to Mark Zuckerberg, the majority of these brands are classified asOver 200 million brandsuse. ^[0]
In 2015,71% of teens said they were on the platform, this has dropped to 67%in Q3 2020. ^[0]
According to a 2018 study, a massive78% of US shoppershad bought a product they discovered on Facebook at least once. ^[0]
If your brand has a presence on Twitter, expect users to reach out to you for support.71% of the peoplewho get in contact with you here expect a response within an hour. ^[0]
This figure dropped to 22% for 2019 and 2020 but recovered to 23% by April 2021Statista). ^[0]
Link engagement is remarkably high on Twitter.92% of the platform’s user interactionsare link clicks. ^[0]
90% of all Instagram’s usersfollow a business account. ^[0]
While this says a lot about Instagram’s popularity with millennials, it’s worth noting that this figure was70% of all Instagram usersare under the age of 35.90% in 2015. ^[0]
is is a clear indication that Instagram users are comfortable with seeing messages from brands that have a promotional angle.81% of people surveyed by Facebooksaid that they use Instagram to learn about products and business services. ^[0]
Th Instagram posts tagged with a locationTagging a post with location is a high value play since it takes about 5 seconds to do.have a 79% engagementthan posts without a location tag. ^[0]
80% of survey respondentssay that Instagram helps them decide whether or not to buy a particular product. ^[0]
his includes engagement with the post, following the brand, visiting their website, or making a purchase.87% of Instagram userssaid that they“took action”after seeing product information in their feed. ^[0]
It’s not because users are losing their appetite for mobile viewing, more a case of there being more devices on which to watch YouTube videos.40.9% of YouTube’s video consumptionhappens on mobile device. ^[0]
83% of surveyed internet usersprefer watching video content on YouTube over any other platform. ^[0]
53% of these respondents say their kids watch YouTube on a daily basisPew Research). ^[0]
94.5% of US adultswho use their TV sets to watch streaming services also use their televisions to watch YouTube content. ^[0]
Videos with the word“beginner” in their titles saw a50% increase in viewsbetween March and July of 2020. ^[0]
YouTube is the most popular platform for B2B product research.50.9% of business decision makersturn to the platform to conduct procurement research. ^[0]
Twitter comes in second at 89% and Facebook is tied with YouTube with 77% No other social media platform is as effective as generating traffic for B2B companies as LinkedIn. ^[0]
YouTube misses out on the podium with 67% while Instagram languishes in fifth position with 15%DemandWave). ^[0]
this is a significantly smaller percentage than Facebook, Instagram, and YouTube, LinkedIn’s niche focus means that adverts promoting professional services are more likely to resonate with its audience of professionals.13% of the world’s population. ^[0]
LinkedIn has reported thatbrands advertising on their platform see an increase in purchase intent ofup to 33%amongst prospective customers.. ^[0]
33% of the world’s B2B decision makersuse LinkedIn to conduct product research. ^[0]
25%20 – 29 22.4%30 – 39 21.7%40 – 49. ^[0]
20.3%50 and over 11% 58.8% of all Tiktok usersbased in the United States are female. ^[0]
** The lowest percentage of the five networks analyzed 48% of US internet users between the ages of 15 and 25 are Snapchat usersStatista). ^[0]
Only 5% of US internet usersover the age of 56 use Snapchat. ^[0]
Globally, Snapchat is more popular amongst women than men.57.4% of the app’s userbase are female, while 40.9% are maleStatista). ^[0]
The platform reports a 50% yearonyear growth in its Gen Z user base and a 36% yearon year increase in Millenial users 80% of US mothersare Pinterest users. ^[0]
Regular“Pinners”spend80% more on retail purchasesthan consumers who aren’t on the platform. ^[0]
90% of Pinterest usersuse the platform to find inspiration for a retail purchase. ^[0]
91% of its user base describe Pinterest as a“place of positivity”while 83% of surveyed users say that the platform builds their self confidence 2 out of 3 Pinterest userssay that they actively use the platform to find a trustworthy product or service. ^[0]
The gender split is57% / 43% in favor of male users. ^[0]
The United States comes in second with 24.4% and Canada gets the bronze with 2.9%Alexa). ^[0]
B2B advertising is more prevalent on Quora than B2C.60% of the platform’s advertisershave business customers, while 40% target consumers. ^[0]
651% 52% of Reddit users in the United Statesaccess the platform on a daily basis. ^[0]

I know you want to use Social Customer Service Software, thus we made this list of best Social Customer Service Software. We also wrote about how to learn Social Customer Service Software and how to install Social Customer Service Software. Recently we wrote how to uninstall Social Customer Service Software for newbie users. Don’t forgot to check latest Social Customer Service statistics of 2024.

Reference

dreamgrow – https://www.dreamgrow.com/21-social-media-marketing-statistics/.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
sproutsocial – https://sproutsocial.com/insights/social-media-statistics/.
econsultancy – https://econsultancy.com/what-social-customer-service-is-really-worth-stats/.
oberlo – https://www.oberlo.com/blog/customer-service-statistics.
oberlo – https://www.oberlo.com/blog/social-media-marketing-statistics.
hubspot – https://www.hubspot.com/marketing-statistics.
emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
bigcommerce – https://www.bigcommerce.com/blog/social-media-customer-service/.
hubspot – https://blog.hubspot.com/service/social-media-stats.
socialmediatoday – https://www.socialmediatoday.com/social-business/social-media-customer-service-statistics-and-trends-infographic.
hootsuite – https://blog.hootsuite.com/social-media-customer-service/.
qualtrics – https://www.qualtrics.com/blog/social-customer-service-stats/.
nextiva – https://www.nextiva.com/blog/customer-service-statistics.html.
convinceandconvert – https://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/.
khoros – https://khoros.com/blog/social-media-customer-service-stats.
invespcro – https://www.invespcro.com/blog/social-media-customer-support/.
inc – https://www.inc.com/sujan-patel/7-statistics-about-social-media-customer-service-all-saas-startups-must-know.html.
providesupport – https://www.providesupport.com/blog/social-media-customer-service-stats-and-trends-infographic/.

One of the key benefits of social customer service is its accessibility. Customers no longer have to wait on hold for extended periods of time or navigate through frustrating automated phone systems – instead, they can simply send a message or post a comment on a company’s social media page and expect a prompt response. This real-time communication not only helps to improve the customer experience but also allows businesses to address issues quickly and efficiently.

Furthermore, social customer service provides companies with valuable feedback from their customers. By monitoring social media channels, businesses can gain insights into customer complaints, preferences, and trends, which can help them make informed decisions about their products and services. Additionally, social customer service allows companies to engage directly with their customers, building stronger relationships and creating a more personalized experience.

Another advantage of social customer service is its potential to reach a wider audience. When customers engage with a company on social media, their interactions are often visible to their own network of friends and followers. This word-of-mouth advertising can help to generate positive buzz around a company and attract new customers. Furthermore, companies can use social media as a platform to showcase their excellent customer service, demonstrating their commitment to providing a great experience for their customers.

Despite its many benefits, social customer service does come with its challenges. For one, companies must be prepared to respond to a high volume of inquiries across multiple social media platforms. This requires dedicated staff and resources to monitor and manage customer interactions effectively. Additionally, social media can be a double-edged sword – while it provides a platform for companies to engage with customers, it also leaves them vulnerable to public criticism and negative feedback.

In conclusion, social customer service has become an essential tool for modern businesses looking to engage with their customers and provide top-notch support. By leveraging the power of social media, companies can create a seamless and efficient customer service experience that not only meets the needs of their customers but also helps to build brand loyalty and trust. However, in order to be successful, companies must be prepared to invest the time and resources needed to manage their social customer service effectively. Overall, social customer service has proven to be a valuable and useful tool for businesses looking to connect with their customers in the digital age.

In Conclusion

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We tried our best to provide all the Social Customer Service statistics on this page. Please comment below and share your opinion if we missed any Social Customer Service statistics.