The State of Social Media Customer Support – Statistics and Trends

Social Media Customer Support – Statistics and TrendsIf you’re not using social media as a customer support tool to connect with people already buying your products or those likely to buy in the future, you’re missing out big time.

With about 3.6 billion combined users, social media offers an excellent platform to meet your customers, engage them, answer their questions, and thank them for their loyalty. It’s also the perfect place to run a few loyalty programs.

If you’re still in doubt, INVESP has done extensive research on the role of social media in customer support today. The findings are eye-opening!

Social Media Engagement

The research shows that about 80% of consumers use social media to engage with brands. Of these people, 69% say they feel more confident in a brand they can directly message. Social media is arguably the best platform to message and perhaps chat with brands directly.

It’s not all about confidence, though. When the brand answers those direct messages, there’s a great chance of a repeat purchase. At least 91% of the respondents say that they are “very likely” or “somewhat likely” to become a repeat customer to a brand that answers their questions. Another 25% say they are likely to become the brand’s advocates.

Check out the rest of the research findings to learn how else you could benefit from offering customer support services via social media.

About Mike Gingerich

Author: Mike Gingerich, President of Digital Hill & TabSite Marketer and Consultant. Part geek, part marketer, part strategist, total distance running junkie. Mike is an author and speaker, having presented at Social Media Week Lima, Social Media Camp (Canada) and more. He writes a tech column, podcasts, and shares about social media and business strategies at MikeGingerich.com. Mike is a marketing, social media, and business startup enthusiast with 10+ years experience building apps, consulting, and training businesses with winning integrated strategies. Mike loves deploying tactics to increase awareness, sales, and maximize ROI in both B2B and B2C markets via digital media.