The 13 Social Media Customer Service Stats You Must Know

The 13 Social Media Customer Service Stats You Must Know

Did you know 61% of customers are ready to walk away after just one unpleasant customer service experience?

This leaves no doubt that your company’s success largely depends on your customer support. And it’s exactly why you should focus on providing holistic customer service through social media. 

On social media, most customers just want to be heard and understood. They need brands to provide quick and effective solutions to their problems. 

Getting personal can also go a long way in delivering exceptional experiences for customers. 

Not sure how to provide great customer support via social media?

13 Social Media Customer Service Stats You Must Know

1. 51% of Memorable Brands Respond to Customers 

According to the 2023 Sprout Social Index, over 50% of brands that stand out on social media respond to their customers. 

These companies get back to their customers through the comment section or direct message (DM). 

Some brands also publish posts on social media platforms to address customer concerns. 

2. 75% of X (Twitter) Users Have Used the Platform to Connect with Brands

According to a Khoros survey, 3/4 of X users have interacted with different companies on the social media platform. 

On Facebook, this percentage is lower, as about 59% of users have reached out to brands on the website.  

3. More Customers Expect Faster Responses Now

Customers expect brands to respond to their messages and complaints quickly. It’s the only way you can boost your customer satisfaction levels. And the trends suggest that more customers want faster response rates.

Jay Baer created a brand-new report of this key data. You can read and download, as it’s full of interesting points: Time to Win – The Consumer Patience Study

A horizontal bar graph comparing different channels of communications where people expect a reply within one hour of contacting a business. The top three channels are website chat, phone, and text message.

A horizontal bar graph comparing different channels of communications where people expect a reply within one hour of contacting a business. The top three channels are website chat, phone, and text message.

In fact, the percentage of customers who want a response within two hours has gone up from 35% in 2022 to 39% this year.

Two histograms for 2022 and 2023 showing how quickly consumers expect a response from brands in social media. 30% of respondents expect a response on the same day.

Two histograms for 2022 and 2023 showing how quickly consumers expect a response from brands in social media. 30% of respondents expect a response on the same day.

Image via Sprout Social

It’s a solid reason for businesses big and small to use social media management tools that can help you track and manage customer messages better. This curated list of top tools by Attrock can help you choose the one that best suits your business requirements.

4. About 50% of Users Expect Responses Within 3 Hours 

According to the Khoros survey mentioned above, roughly half of social media users want brands to respond to their queries within 3 hours.  

An infographic comparing Twitter, Facebook, and Instagram on customer response time expectations that involve a complaint. 50% of Twitter users expect a response time to their complaint in less than 3 hours. 47% of Facebook users expect a response to their complaint in less than 3 hours. Finally, 55% of Instagram users expect a response to their complaint in less than 3 hours.

An infographic comparing Twitter, Facebook, and Instagram on customer response time expectations that involve a complaint. 50% of Twitter users expect a response time to their complaint in less than 3 hours. 47% of Facebook users expect a response to their complaint in less than 3 hours. Finally, 55% of Instagram users expect a response to their complaint in less than 3 hours.

Image via Khoros

However, when looking to resolve problems, customers hope to get a response in less than an hour. 

5. 53% of Customers Expect Brands To Respond to Negative Reviews 

According to a 2022 report by ReviewTrackers, 53% of customers hope brands address negative feedback within a week. 

Negative feedback is mainly in the form of negative reviews, where customers express dissatisfaction. 

Additionally, 1 in 3 customers appreciate a response to negative feedback within at least 3 days. 

6. 54% of Customer Service Professionals Use AI or Chatbots 

According to Gartner, 54% of Customer Service specialists leverage a chatbot or AI tool for customer-facing applications. 

Some prefer conversational chatbots to deliver real-time customer service for customers on Facebook.  

Others use platforms like Engage AI to generate personalized LinkedIn comments and respond to customers’ queries on the platform.  

7. 42% of Customers Are Anxious About Interacting With AI on Social Media

The 2023 Sprout Social Index report stated above revealed that 42% of customers are slightly or very apprehensive of AI interactions on social. 

Still, about 24% are slightly or very thrilled about leveraging AI in social media interactions. 

8. About 50% of Users Contacting Brands on Social Media Have Customer Care Concerns

Again, according to the Khoros survey, roughly half of consumers use social media to resolve customer care-related problems. 

These customers often reach out to brands to air complaints about their products and services. 

3 pie charts comparing the engagement intent of social media users between Twitter, Facebook, and Instagram.

3 pie charts comparing the engagement intent of social media users between Twitter, Facebook, and Instagram.

Image via Khoros

9. 66% of Users Buy From Businesses They Can Contact on Facebook Messenger 

According to Facebook, 66% of adult users are more likely to work with brands reachable via the Messenger app. 

Most of these individuals prefer messaging a business to other forms of communication. This is because they feel more connected to brands they can message directly. 

10. 76% of Marketers Say Their Brands Provide Social Media Customer Service

According to a 2023 Hubspot report, 76% of social media marketers revealed their companies offer social media customer support. 

This could be because most users prefer social media to phones or emails. About 1 in 5 millennials, Gen X and Gen Z, has contacted a brand on social for customer support. 

11. 41% of Social Media Marketers Provide Customer Support 

Data from the Hubspot report mentioned above indicates that 41% of social media marketers answer customer service-related queries on social.

An equal percentage of responsibility is shared by a customer service representative to respond to customer queries on DMs.

A pie chart that illustrates who is responsible for answering customer service related DMs on social media. 13% of responses come from AI and chatbots. 41% of responses come from social media marketers in charge of managing the account. 43% of responses come from a customer service representative. 3% of responses come from other sources.

A pie chart that illustrates who is responsible for answering customer service related DMs on social media. 13% of responses come from AI and chatbots. 41% of responses come from social media marketers in charge of managing the account. 43% of responses come from a customer service representative. 3% of responses come from other sources.

Image via Hubspot

Mostly, customers ask these questions through the DMs.  

12. 84% of Social Media Marketers Believe Consumers Will Use Social Media for Customer Service in 2023

According to the Hubspot report above, 84% of marketers feel social media will be customers’ preferred channel for customer support in 2023. 

This makes it essential for brands to prioritize great social media customer service to meet their target market’s unique needs. 

13. 70% of Customers Expect Personalized Responses 

According to the Sprout Social report above, 70% of social media users want brands to provide personalized customer support. 

Personalized care involves using customers’ names, being friendly, and providing custom solutions. 

Based on these statistics, providing exceptional social media customer service with automated tools is now more important than ever.  Read on to learn how you can use these tools to send personalized messages.

How to Provide Great Social Media Customer Support 

These statistics confirm that offering excellent social media customer service is essential but it can be challenging. 

This is because some customer service professionals may find it challenging to handle angry customers. 

Others don’t fully grasp customer needs. That makes it difficult to satisfy them, causing customer dissatisfaction.  

If you’re wondering how to successfully solve customer problems via social media, I’ve got your back. Here are some of the best practices: 

  • Always try to respond to your customers’ questions within at least 3 hours. 
  • Train your customer service team on how to effectively engage with customers online. You can do this by offering relevant educational content on understanding your target market and meeting its needs. 
  • Create premium social media customer support content.
  • Invest in the right customer service management software to boost your customer support team’s efficiency.
  • Always be transparent when interacting with customers on social media to build trust.  
  • Create a dedicated handle for your customer support team to separate customer service problems from your main channel. This makes it easier to address the issues. For example, Fiverr uses @FiverrSupport on X. 

Ready to Build Your Social Media Customer Service Strategy? 

Consider these essential statistics when creating a winning social media strategy for better customer service.

At the end of the day, your consumers just want to know that you value them. You can make them feel that way by resolving their issues promptly via social media.  

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