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Social media overview

Despite growing popularity, social media is not the preferred customer support method for most consumers. When surveyed, only 16% said they prefer it over email or live chat.

However, businesses recognize that providing social media support can help them grow, as the ratio for answering messages vs. advocacy rate on social media is 9:1. Moreover, 10% of all website traffic comes from social media visitors. As such, 84% of Americans report receiving a social media response from their contacted company.

Contrary to popular belief, social media response times are pretty slow. This could be because most agents do not have access to social media-integrated help desk systems, so they’re not notified whenever they receive messages from customers. Parature’s survey supports this idea, stating that 42% of agents cannot resolve customer queries due to outdated or disconnected systems. As such, customers wait an average of nine hours to receive a response on social media.

Just like any other communication channel, social media has peak hours. For example, most tickets come in between 3pm and 6pm, indicating that social media usage is up after work and school hours.

In terms of social media ticket volumes, our research indicates that the average company receives about 20 social media tickets per day; 10 from Facebook, five from Twitter, four from Instagram, and one from Viber. Around 20% of these tickets are ignored, as they’re considered spam, self-promotional or irrelevant.

#MediaResponseTime
#SocialMedia

The average wait time on social media is

9 hr.

The 2015 Customer Experience Outlook

Meditator graf man

#SocialMedia

The average company receives

per day.

LiveAgent

#SocialMedia

Around

20%

of social media queries are ignored.

LiveAgent

research_21_20percent

#SocialMedia

84%

of Americans report receiving a social media response from the company they contacted.

Microsoft

research_21_84percent

#SocialMedia
#SupportPeakHours

Social media support peak hours are from

3-6pm

LiveAgent

Meditator graf woman

#SocialMedia

The social media support ratio for answering messages vs. advocacy rate is

9:1

LiveAgent

research_21_9_to_1

#SocialMedia

42%

of customers prefer live chat compared to just 23% for email and 16% for social media or forums.

Super Office

research_21_42percent

#CustomerQueries

42%

of agents are not able to resolve customer queries due to outdated or disconnected systems.

Parature

#SocialMediaVisitors
#WebsiteTraffic

On average,

10%

of all website traffic comes from social media visitors.

LiveAgent

Meditator graf standing woman

#SocialMediaTickets

The average company receives

20 social

media tickets per day.

LiveAgent

Meditator graf man

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