20 Social Customer Service Stats to Share With Your Boss

Need some validation on why social customer service should become part of your overall customer service strategy?

#1It costs as little as $1 to solve a customer issue on social media, which is nearly 1/6 that of a call center interaction.

-McKinsey & Company

#2When companies engage and respond to customers over social, those customers spend 20-40% more with them.

-Bain & Company

#370% of those helped via social customer service return as a customer in the future.

-Ambassador

#4

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.

-NM Incite

#5Failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers.

-Gartner

#6

Companies that invest in customer service on Twitter have found that resolving issues via Twitter can lead to over 95% of issues being resolved in-channel, and can achieve a customer satisfaction rating of over 90%.

-McKinsey & Company

#7Twitter and Facebook are 48% more accurate and 44% faster at delivering customer service responses than email.

-Eptica

#860% of customers expect companies to respond to them on social within the hour.

-Twitter

#9Customer service interactions over Twitter have increased 250% in the last two years.

-Twitter

#10

Companies that developed social care capabilities improved year-over-year revenue per contact by 6.7% through effective upselling, cross-selling and customer churn reduction versus a 12.1% decline for those without that capability.

-McKinsey & Company

#11Customers who experience positive social media interactions are nearly 3X more likely to recommend that brand.

-Harvard Business Review

#12Not answering a complaint decreases customer advocacy by as much as 50%.

-Convince and Convert

#13Answering a social media complaint increases customer advocacy by as much as 25%.

-Convince and Convert

#1477% of people say that valuing their time is the most important thing a company can do to provide them with good service.

-Forrester Research

#1555% of people say they are very likely to abandon their online purchase if they cannot find a quick answer to their question.

-Forrester Research

#16

For each 1% of shoppers who return for a subsequent visit, overall revenue increases by approximately 10%. If companies invest in keeping another 10% of existing customers happy enough to keep buying, they will double their revenue.

-Adobe Digital Index

#17When customers engage with a business through social media, they contribute about 5.6% more to the firm’s bottom line than customers who do not.

-Ram Bezawada, PhD, University of Buffalo School of Management

#1867% of consumers have used a company’s social media site for servicing, compared with 33% for social marketing.

-JD Power & Associates

#19

82% of people who engage with a brand on Twitter for customer service report sharing their positive experience with others, while only 44% who engage on other channels (phone, email, chat, in-person) share their positive experience with others.

-Twitter

#20Companies that have a well-crafted social customer service approach experience 92% customer retention.

-Aberdeen

Want to learn how to get started with social customer care?

Watch this webinar:Social as a Key Channel for Modern Customer Service