Defend the Spend with these Social Customer Service Stats

Fact: Social media is the #1 preferred customer service channel for a huge portion of your customers (and soon to be the majority of them). But no matter how many people prefer to use social media for customer service, despite how many customers are reaching out to businesses on social and expecting responses, and regardless of how many new solutions emerge to help brands address this, some bosses are still not convinced of the value of social customer service. We’re sure that your boss is delighted with your enthusiasm. However, you need to tie your vision for social care to their broader objective. They want ROI. First, you need data. Social customer service stats are a great place to start.

So, if you are having trouble convincing your boss about the value of social customer service, we’ve got what you need. We’ve gathered the top 20 social customer service stats (from reputable sources including Harvard Business Review, Gartner, Forrester Research and more) that will surely help you prove the value of social customer service. Most of all, you’ll help your boss defend the spend on this grand but vital initiative. 

Don’t just take our word for it, see below for yourself!

#1-20 Social Customer Service Stats

Social Customer Service Stat #1:

It 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 & Co

Social Customer Service Stat #2:

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

Social Customer Service Stat #3:

70% of those helped via social customer service return as a customer in the future. -Ambassador

Social Customer Service Stat #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

Social Customer Service Stat #5:

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

Social Customer Service Stat #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

Social Customer Service Stat #7:

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

Social Customer Service Stat #8:

60% of customers expect companies to respond to them on social within the hour. -Twitter

Social Customer Service Stat #9:

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

Social Customer Service Stat #10:

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

Social Customer Service Stat #11:

Customers who experience positive social media interactions are nearly 3X more likely to recommend that brand. -Harvard Business Review

Social Customer Service Stat #12:

Not answering a complaint decreases customer advocacy by as much as 50%. -Convince and Convert

Social Customer Service Stat #13:

Answering a social media complaint increases customer advocacy by as much as 25%. -Convince and Convert

Social Customer Service Stat #14:

77% of people say that valuing their time is the most important thing a company can do to provide them with good service. -Forrester Research

Social Customer Service Stat #15:

55% of people say they are very likely to abandon their online purchase if they cannot find a quick answer to their question. -Forrester Research

Social Customer Service Stat #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

Social Customer Service Stat #17:

When 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

Social Customer Service Stat #18:

67% of consumers have used a company’s social media site for servicing, compared with 33% for social marketing. -JD Power & Associates

Social Customer Service Stat #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

And finally….

Social Customer Service Stat #20:

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

Now that you’ve gathered these social customer service stats to show to your boss, take it to the next step. Ready to learn how to get started with social customer care?  Watch this webcast with Forrester Research to get started today.