32 Social Media Stats that Customer Service Reps Should Know in 2020

 Ten years ago, social media customer service was considered a novelty. Your team was going above-and-beyond by providing service to those who reached out to you on Facebook or Twitter.


Today, customers expect service personnel is monitoring your social media channels. When someone posts something about your brand, they expect an immediate response. And, it's not just Facebook and Twitter that you have to worry about. Now, there are a variety of social media platforms where customers can voice their opinions.


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Keeping pace with the constant changes in this space can be demanding for your customer service team. With different platforms being created and new trends forming on each one, it's hard to determine where you should focus your efforts.


To help, we've curated the list below of social media customer service stats. It summarizes the trends, platforms, and behaviors that your team should be monitoring this year. If you want to locate something specific, here's a table of contents to help you navigate the post.


Table of Contents


Social Media Customer Service Stats


Facebook Customer Service Stats


Twitter Customer Service Stats


Instagram Customer Service Stats


Other Social Media Channel Stats


Social Media Customer Service Stats

These stats have been organized into different sections and each includes a link to their respective sources.


Social Media Customer Service

1. 45% of the world's population uses social media. (Emarsys)


2. 80% of consumers use social to engage with brands. (Forrester)


3. 35% of American customers post negative comments about companies on social media, and 53% post positive comments. (American Express).


4. 54% of people that have social media use it to research products. (Global WebIndex)


5. 91% of social media users access their channels through mobile devices. (Lyfe Marketing)


6. 60% of customers who complain on social media expect a response within an hour. (Go Globe)


7. Solving an issue on social media is 83% cheaper than resolving it through a call center interaction. (Go Globe)


8. 54% of customers prefer social media for customer service over phone or email. (Conversocial)


9. If you don't respond to comments on social media, it can lead to a 15% increase in churn rate. (Gartner)


10. Answering a social media complaint can increase customer advocacy by as much as 25%. (Convince and Convert)


Facebook Customer Service Stats

11. Only 10% of Facebook's total monthly active users live in the United States or Canada. (Facebook)


12. 79% of Americans who have internet are on Facebook, making it the most popular social media platform in the United States. (Lyfe Marketing)


13. Facebook users are most active on Wednesdays and Thursdays between 11am and 2pm. (Sprout Social)


14. There are roughly 80 million fake Facebook profiles. (Statistic Brain)


15. 74% of Facebook users visit the site daily, and more than half visit it multiple times each day. (Pew Research)

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