Despite social media being one of the least preferred customer service channels, it’s still in high demand. Social media customer service tools offer a valuable combination of accessibility, real-time interaction, public visibility and proactive engagement. Over 63% of customers expect companies to offer customer service through their social media – and 90% of social media users have already connected with a brand or business through their chosen platform.
Upon contacting brands on social media, 40% of consumers expect a response within the first hour, while 79% expect an answer in the first 24 hours. If their expectations are met, and they have a positive experience, they’re 71% more likely to recommend the brand to others on social media.
Social media customer service is in demand
#SocialMedia
63%
of customers actually expect companies to offer customer service through their social media – and
90%
of social media users have already connected with a brand or business through their chosen platform
Super Office
Positive word of mouth following great experiences
#GreatExperiences
The likelihood that
a consumer will recommend a brand on social media to others after having a positive experience is about
71%
Statista
Some customers are willing to wait one day for a response
#SocialMedia
40%
of consumers expect brands to respond within the first hour of reaching out on social media, while
79%
expect a response in the first 24 hours.
Ambassador
Customer service statistics 
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Social media service statistics 