When consumers want to get in touch with a brand, social media is fast becoming 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 twenty social media statistics that show how important customer service is and how it impacts the customers purchase journey.

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

• Social media users grew by 328 million between October 2018 and October 2019. (Source: Brandwatch)
• An estimated 67% of consumers now use social media networks like Twitter and Facebook to seek resolution for issues (Source : Social Media Today)
• Over a quarter (28%) of consumers have used social media to communicate with a company in the last year. (Source: SmartInsights)
• More than 30% said it is a convenient contact method. (Source: SmartInsights)
• 23% believe it is a good way to get 24-hour service. (Source: SmartInsights)
• Answering a customer complaint can increase customer advocacy by as much as 25%, meaning that responding to complaints can help create loyal customers. (Source: SmartInsights)