20 stats that highlight why customer service on social media is important

When consumers want to get in touch with a brand, social media is often the go-to solution. Whether it’s product queries, issues with orders or problems with accounts they are keen for a quick resolution and often use social media as a way to communicate. 

We have collected 20 social media statistics that show how important customer service is and how it impacts the customers purchase journey.

Don't forget you can compare your social media performance with any brand using Maybe*.

Why offering customer service on social media is important for connecting with customers:


    • Brands on average receive 39 messages per 1000 fans on facebook per month. (Source)
    • 49% of users like a Facebook page to support a brand they like. (Source : Brandwatch)
    • More than 50 million small businesses currently use Facebook Pages to connect with their customers. (Source : LyfeMarketing)
    • Relative number of queries on Facebook is 40.7%  (Source : OnlineMarketingInstitute)
    • Facebook and Twitter are 48% more accurate and 44% faster at delivering customer service responses than email (Source : Spark Central)
    • Every day, there are 260 million new conversations launched over Messenger. (Source : MobileMonkey)