Social Media Customer Service – Statistics and Trends

04 Jan 2017

Did you know that 90% of businesses is estimated to use social media for customer service by 2020 and solving a customer issue on social media costs nearly 1/6th as compared to call center interaction.  Check out our new infographic on Social Media Customer Service for latest statistics and trends.

 

Social Media Customer Service

Infographic by  GO Gulf Website design Oman

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90% of businesses is estimated to use social media for customer service by 2020

60% of customers who complain in social expect a response within one hour

63% of consumers are satisfied with response time in social media

Solving a customer issue on social media costs nearly 1/6th as compared to call center interaction

Customers spend 20-40% more when companies engage and respond to customer over social media

71% of consumers who experience positive social customer care are likely to recommend the brand to others, compared with just 19% of customers who do not get a response.

Customer service interactions have increased 250% over twitter in the last two years

88% of consumers are less likely to buy from companies that leave complaints on social media unanswered

Customers who experience positive social media interactions are nearly 3X more likely to recommend that brand.

Twitter and Facebook are more accurate and faster at delivering customer service responses than email (48% and 44% more successful respectively)