Did you know 61% of customers are ready to walk away after just one unpleasant customer service experience?
This leaves no doubt that the success of your business largely depends on your customer support. And that’s exactly why you should focus on providing holistic customer service through social media.
On social media, most customers just want to be heard and understood. They need brands that provide quick and effective solutions to their problems.
Getting personal can also go a long way deliver exceptional experiences for customers.
Not sure how to provide great customer support through social media?
13 Social media customer service stats you need to know
1. 51% of memorable brands respond to customers
According to the Sprout Social Index, 2023 is over 50% of the brands that stand out on social media respond to their customers.
These companies contact their customers through the comments section or direct message (DM).
Some brands are also publishing messages on social media platforms to address customer concerns.
2. 75% of X (Twitter) users have used the platform to connect with brands
According to a Khoros questionnaire3/4 of X users have interacted with various companies on the social media platform.
On Facebook, this percentage is lower, as approximately 59% of users have contacted brands on the website.
3. More customers now expect faster responses
Customers expect brands to respond quickly to their messages and complaints. It is the only way you can increase your customer satisfaction. And the trends suggest that more customers want faster response rates.
Jay Baer has created a brand new report of this important data. You can read and download it as it is full of interesting points: Time to win – the consumer patience survey
In fact, the percentage of customers who want a response within two hours has increased from 35% in 2022 to 39% this year.
Image via Sprout Social
It’s a good reason for businesses large and small to use social media management tools that help you better track and manage customer messages. This curated list of top tools from Attrock can help you choose the one that best suits your business requirements.
4. About 50% of users expect a response within 3 hours
According to the aforementioned Khoros survey, about half of social media users want brands to respond to their queries within three hours.
Image via Khoros
However, if customers want to resolve issues, they hope to receive a response within an hour.
5. 53% of customers expect brands to respond to negative reviews
According to a 2022 report from ReviewTrackers: 53% of customers hope brands respond to negative feedback within a week.
Negative feedback mainly occurs in the form of negative reviews, where customers express their dissatisfaction.
Moreover, 1 in 3 customers would appreciate a response to negative feedback within at least 3 days.
6. 54% of customer service professionals use AI or chatbots
According to Gartner it is 54% of customer service specialists use a chatbot or AI tool for customer-facing applications.
Some prefer conversational chatbots to provide real-time customer service to customers on Facebook.
Others use platforms like Engage AI to generate personalized ads LinkedIn comments and respond to customer queries on the platform.
7. 42% of customers are concerned about interacting with AI on social media
The 2023 Sprout Social Index report mentioned above shows that 42% of customers are somewhat or very concerned about AI interactions on social media.
Still, about 24% are somewhat or very enthusiastic about using AI in social media interactions.
8. About 50% of users who contact brands via social media have customer service concerns
Once again, the Khoros survey shows that about half of consumers use social media to solve customer service-related issues.
These customers often contact brands to voice complaints about their products and services.
Image via Khoros
9. 66% of users buy from companies they can contact via Facebook Messenger
According to Facebook it is 66% of adult users are more likely to work with brands that can be reached via the Messenger app.
Most of these individuals prefer sending messages to a company over other forms of communication. This is because they feel more connected to brands they can message directly about.
10. 76% of marketers say their brands provide customer service on social media
According to a 2023 Hubspot report: 76% of social media marketers say their companies provide customer support on social media.
This may be because most users prefer social media over phones or emails. About 1 in 5 millennials, Gen X and Gen Z, have contacted a brand on social media for customer support.
11. 41% of social media marketers offer customer support
Data from the Hubspot report mentioned above indicates this 41% of social media marketers answer customer service-related questions on social media.
An equal percentage of responsibility is shared by a customer service representative to respond to customer queries via DMs.
Image via Hubspot
Usually customers ask these questions via the DMs.
12. 84% of social media marketers believe consumers will use social media for customer service by 2023
According to the Hubspot report above: 84% of marketers believe that social media will be customers’ preferred channel for customer support by 2023.
This makes it essential for brands to prioritize great customer service on social media to meet the unique needs of their target audience.
13. 70% of customers expect personalized responses
According to the Sprout Social report above, 70% of social media users want brands to provide personalized customer support.
Personalized care means using customers’ names, being friendly and providing tailor-made solutions.
Based on these statistics, providing exceptional customer service on social media with automated tools is now more important than ever. Read on to learn how to use these tools to send personalized messages.
How to provide great customer support on social media
These statistics confirm that providing excellent customer service on social media is essential, but can also be challenging.
This is because some customer service professionals may find it challenging to deal with angry customers.
Others do not fully understand customer needs. That makes it difficult to satisfy them, leading to customer dissatisfaction.
If you’re wondering how to successfully resolve customer issues through social media, I’ve got your back. Here are some of the best practices:
- Always try to respond to your customers’ questions within at least 3 hours.
- Train your customer service team on how to communicate effectively with customers online. You can do this by providing relevant educational content on understanding your target audience and meeting their needs.
- Create premium customer support content on social media.
- Invest in the law customer service management software to increase the efficiency of your customer support team.
- Always be transparent when interacting with customers on social media to build trust.
- Create a dedicated handle for your customer support team to separate customer service issues from your main channel. This makes it easier to address the problems. For example, Fiverr uses @FiverrSupport on X.
Ready to build your social media customer service strategy?
Keep these vital metrics in mind when creating a winning social media strategy for better customer service.
Ultimately, your consumers just want to know that you appreciate them. You can give them that feeling by solving their problems quickly through social media.
Reference By: www.convinceandconvert.com
