The State of Social Media Customer Support – Statistics and Trends [Infographic]

Lisa Ross

Lisa Ross

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With more and more businesses now using social media to connect with their customers, social media websites have become the most preferred platform for providing customer support. 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. Check out our infographic “The State of Social Media Customer Support” for latest social media customer support statistics and trends.

The State of Social media customer support– Statistics and Trends

Infographic by- Invesp Conversion Rate Optimization Company

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80% of consumers use social media to engage with brands

69% of U.S. residents said that directly messaging a company makes them feel more confident about the brand

85% of small to medium businesses that use Twitter to provide customer service

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.

Over half (51%) of respondents said they were ‘very likely’ and 41% said they were ‘somewhat likely’ to become a repeat customer to a brand that answers their question on social media

37% of consumers who use social media to complain or question brands expect to get a response in under 30 minutes followed by 31% (Under 2 hours) , 26% (Within 4 hours)

Engaging in customer service requests on social media can bring 20% to 40% more revenue per customer

Shifting to social media customer service can reduce cost per contact by as much as 83%

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

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


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Lisa Ross

Lisa Ross

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