Social Media Customer Service Statistics: A Must-Know (2024)

Social media is now an essential platform where businesses and customers interact for service and support.

But just how much impact does it have on customer satisfaction and business success?

With that in mind, we’ll cover important social media customer service statistics.

Customers spend 20-40% more with companies that respond to social media customer service requests.
A social media interaction costs $1, whereas a call center interaction costs $6.
The churn rate is 15% higher for businesses that do not respond to customers on social media channels.
Companies that engage with their customers on social media can cut their cost per contact by up to 83%.
Responding to customer complaints on social media can lead to a 25% increase in brand advocacy.
Customers prefer social messaging for customer service increased 110% in 2020-2021.
40% of consumers expect a response within an hour of contacting a brand via social media.
84% of US consumers who sent customer service requests via social media say they received a response.
72% of people who tweet a complaint to a brand expect a response within an hour.
71% of customers who have a positive experience with a brand’s social media will recommend it to others.

Sources:

Effective end-to-end customer service with social media | McKinsey
Why the COO should own social media service | McKinsey
How to Use Social Media for Customer Service: Best Practices & Tools. | Talkative
HubSpot
How to Handle Complaints on Social Media | Hallam
30 Social Direct Message Examples [Free Template] | Sprout Social
12 Key Findings From The 2020 Sprout Social Index | Medium
The State of Social Media Customer Support | Invesp
Study: 72% Of Consumers Expect Brands To Respond Within An Hour To Complaints Posted On Twitter. | MarTech
Reputation X

Social Media Customer Service Statistics: The Key Data