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Mike Essex

14 Statistics That Prove Beyond A Doubt The Importance Of Social Media

30th Oct 2013 Social Media 1 minute to read


Social Media StatsCustomers are increasingly expecting a greater degree of service on Social Media and it’s becoming imperative that brands strive to achieve this. Today’s infographic from Ambassador looks at the numbers behind this trend and how you can take action.

Some of the key points include:

  • 71% of online customers expect to recieve assistance within five minutes of reaching out to a company
  • 33% of customers would rather contact a company through social media than by telephone
  • 92% of consumers in the UK have left one business for another due to poor customer service
  • 48% of consumers have left a site if they didn’t receive assistance
  • If customers recieve good service via social media they are likely to spend 21% more
  • 71% of customers who have a postiive experience via social media are likely to recommend the company, only 19% of those who don’t recieve a response would still recommend then
  • 73% of the top-performing companies said customer service was one of the main reasons they engaged in social media
  • 70% of those helped via social media customer service return as future customers

Click for high-res version

social-customer-service-infographic-600px

Source: Ambassador

The views expressed in this Infographic are those of the original creator so may not represent those of the Koozai team.

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Mike Essex
About the author

Mike Essex

Mike Essex specialises in digital marketing and everything search. A recent project of Mike’s was featured on BBC News, Radio 5Live and the Times here in the UK, whilst also featuring on USA Today and ABC News in the US. He will be writing throughout the month about digital marketing and much more...

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