20 social customer service stats to share with your boss
TRANSCRIPT
20 Social Customer Service Stats to Share With Your Boss
Need some validation on why social customer service should become part of your overall customer service strategy?
#1It 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
#2When companies engage and respond to customers over social, those customers spend 20-40% more with them.
-Bain & Company
#370% of those helped via social customer service return as a customer in the future.
-Ambassador
#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
#5Failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers.
-Gartner
#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
#7Twitter and Facebook are 48% more accurate and 44% faster at delivering customer service responses than email.
-Eptica
#860% of customers expect companies to respond to them on social within the hour.
#9Customer service interactions over Twitter have increased 250% in the last two years.
#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
#11Customers who experience positive social media interactions are nearly 3X more likely to recommend that brand.
-Harvard Business Review
#12Not answering a complaint decreases customer advocacy by as much as 50%.
-Convince and Convert
#13Answering a social media complaint increases customer advocacy by as much as 25%.
-Convince and Convert
#1477% of people say that valuing their time is the most important thing a company can do to provide them with good service.
-Forrester Research
#1555% of people say they are very likely to abandon their online purchase if they cannot find a quick answer to their question.
-Forrester Research
#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
#17When 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
#1867% of consumers have used a company’s social media site for servicing, compared with 33% for social marketing.
-JD Power & Associates
#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.
#20Companies that have a well-crafted social customer service approach experience 92% customer retention.
-Aberdeen
Want to learn how to get started with social customer care?
Watch this webinar:Social as a Key Channel for Modern Customer Service
