Social Media Customer Service Statistics and Trends

frv SOCIAL MEDIA CUSTOMER SERVICE Statistics and Trends 90% of businesses is estimated to use social media for customer service by 2020 90% 60% of customers who complain in social expect a response within one hour | 60% one hour 63% of consumers are satisfied with response time in social media 63% Solving a customer issue on social media costs nearly 1/6th as compared to call center interaction social media call center cost 1/6th Customers spend 20-40% more when companies engage and respond to customer over social media Spends 20-40% more 71% of consumers who experience positive social customer care are likely to recommend the brand to others, compared with just 19% of customers who do not get a response 71% 19% Customer service interactions have increased 250% over twitter in the last two years 250% 88% of consumers are less likely to buy from companies that leave complaints on social media unanswered 88% Customers who experience positive social media interactions are nearly 3X more likely to recommend that brand Twitter and Facebook are more accurate and faster at delivering customer service responses than email (48% and 44% more successful respectively) 48% 44% Compiled & designed by: GO-Globe web design web applications identity seo Source Links: http://www.convinceandconvert.com/social-media-research/5-social-media-customer -service-stats-you-must-know/ https://www.sparkcentral.com/blog/20-social-customer-service-stats-roi/ http://blog.sentimentmetrics.com/blog/index.php/2016/01/12/19-social-customer -care-statistics-in-90-seconds/ https://www.salesforce.com/blog/2015/08/gartner-provides-insights-social-media.html http://www.eptica.com/social-media-outperforms-email-customer-service-according -new-research https://blueocean.ca/social-customer-care-2016/ https://fonolo.com/blog/2016/10/7-customer-service-facts-that-actually-add-value/