Need some validation on why social customer service should become part of your overall customer service strategy? Here are 20 stats you can share with your boss to kickstart a social customer service program today!

1. 20 Social Customer Service Stats to
Share With Your Boss

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

3. #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 & Company

4. #2
When companies engage and
respond to customers over social,
those customers spend 20-40%
more with them.
-Bain & Company

5. #3
70% of those helped via social
customer service return as a
customer in the future.
-Ambassador

6. #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

7. #5
Failure to respond via social
channels can lead to a 15%
increase in the churn rate for
existing customers.
-Gartner

8. #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

9. #7
Twitter and Facebook are 48%
more accurate and 44% faster at
delivering customer service
responses than email.
-Eptica

10. #8
60% of customers expect
companies to respond to them on
social within the hour.
-Twitter

11. #9
Customer service interactions over
Twitter have increased 250% in
the last two years.
-Twitter

12. #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

13. #11
Customers who experience
positive social media interactions
are nearly 3X more likely to
recommend that brand.
-Harvard Business Review

14. #12
Not answering a complaint
decreases customer advocacy by
as much as 50%.
-Convince and Convert

15. #13
Answering a social media
complaint increases customer
advocacy by as much as 25%.
-Convince and Convert

16. #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

17. #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

18. #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

19. #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

20. #18
67% of consumers have used a
company’s social media site for
servicing, compared with 33% for
social marketing.
-JD Power & Associates

21. #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

22. #20
Companies that have a well-
crafted social customer service
approach experience 92%
customer retention.
-Aberdeen

23. Want to learn how to get started with social
customer care?
Watch this webinar:
Social as a Key Channel for Modern Customer Service