20 stats that highlight why customer service on social media is important

When consumers want to get in touch with a brand, social media is often the go-to solution. Whether it’s product queries, issues with orders or problems with accounts they are keen for a quick resolution and often use social media as a way to communicate. 

We have collected 20 social media statistics that show how important customer service is and how it impacts the customers purchase journey.

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Why offering customer service on social media is important for connecting with customers:

• Social media users grew by 328 million between October 2018 and October 2019. (Source: Brandwatch)
• An estimated 67% of consumers now use social media networks like Twitter and Facebook to seek resolution for issues (Source : Social Media Today)
• Over a quarter (28%) of consumers have used social media to communicate with a company in the last year. (Source: SmartInsights)
• More than 30% said it is a convenient contact method. (Source: SmartInsights)
• 23% believe it is a good way to get 24-hour service. (Source: SmartInsights)
• Answering a customer complaint can increase customer advocacy by as much as 25%, meaning that responding to complaints can help create loyal customers. (Source: SmartInsights)