Key figures on customer service on social networks
Posted: Thu Apr 17, 2025 10:35 am
Why should your business plan incorporate social media customer service solutions? The answer is simple: customers want brands to offer them support on social media.
Individuals and businesses exchange 20 billion messages (!) per month on Facebook Messenger alone.
Social media messaging increased by 110% during the pandemic, becoming the jordan phone number data preferred method of communication for customer service.
49% of organizations assign responsibility for social media customer service to their marketing team.
40% of consumers expect to get a response from brands on the channel of their choice (e.g. Instagram, Messenger) in the event of a problem.
53% of participants in a Facebook IQ survey say they are more likely to purchase a product or service from a business that offers chat-based customer service (like WhatsApp).
Messaging channels reduce the cost of customer interactions by 60% .
Live chat is the preferred digital communication method for 43% of customers .
50% of consumers say that a quick response to their customer service questions influences their purchasing decision.
Consumers spend 20-40% more money with companies that respond to questions and comments on social media.
40% of consumers expect a response within an hour when contacting a brand on social media, and 79% within 24 hours.
80% of customers would like businesses to respond more quickly to customer service requests.
47% of consumers have increased their use of online communication tools over the past twelve months.
59% of consumers are willing to pay more for “exceptional” customer service.
40% of consumers say that offering a choice of multiple communication channels is the most important aspect of customer service for a business.
77% of people confirm that good customer service is essential for customer loyalty.
Are all these numbers making your head spin? In short, marketers are very interested in customer service on social media in 2023:
Individuals and businesses exchange 20 billion messages (!) per month on Facebook Messenger alone.
Social media messaging increased by 110% during the pandemic, becoming the jordan phone number data preferred method of communication for customer service.
49% of organizations assign responsibility for social media customer service to their marketing team.
40% of consumers expect to get a response from brands on the channel of their choice (e.g. Instagram, Messenger) in the event of a problem.
53% of participants in a Facebook IQ survey say they are more likely to purchase a product or service from a business that offers chat-based customer service (like WhatsApp).
Messaging channels reduce the cost of customer interactions by 60% .
Live chat is the preferred digital communication method for 43% of customers .
50% of consumers say that a quick response to their customer service questions influences their purchasing decision.
Consumers spend 20-40% more money with companies that respond to questions and comments on social media.
40% of consumers expect a response within an hour when contacting a brand on social media, and 79% within 24 hours.
80% of customers would like businesses to respond more quickly to customer service requests.
47% of consumers have increased their use of online communication tools over the past twelve months.
59% of consumers are willing to pay more for “exceptional” customer service.
40% of consumers say that offering a choice of multiple communication channels is the most important aspect of customer service for a business.
77% of people confirm that good customer service is essential for customer loyalty.
Are all these numbers making your head spin? In short, marketers are very interested in customer service on social media in 2023: