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This helps filter out support and service issues from your primary channel. For example, Hootsuite uses which is run by the support team. That’s why it can be a good idea for brands to use a separate social account to offer social media customer service solutions. The social media and customer service stats above show a customer service Twitter account is more likely to respond within 15 minutes. Your customer service team can likely address client questions faster and in more detail than your social marketing team can. Set up a dedicated handle for social media customer support How to have good customer service on social media: 11 essential tips 1. survey said “great customer service” is a motivation to recommend a brand online.

60% of Internet users say bad customer service is a concern when making an online purchase.

40% of holiday shoppers say they are more likely to consider buying from a brand they can message.

Facebook users who message businesses say it makes them feel more confident about the brand.

9% of brands don’t reply to comments on Instagram, and 16% don’t respond to comments on Facebook.

45% of brands took more than five days to respond to messages through their Facebook Pages.

However, this number drops to 30% when brands do not have a separate customer service Twitter account.

59% of brand replies to user Tweets occur within 15 minutes.

Banks that rank highly for social media respond to customer service replies within an hour.

Forrester predicts digital customer service interactions will increase by 40% in 2021.

When users are buying directly on social, it’s not intuitive to seek customer care anywhere else. social buyers completed their most recent purchase without leaving the social app.

64% of people would rather message than call a business.

70% of people expect to message businesses more in the future for customer service questions.

1 billion messages are exchanged between people and businesses every month on Facebook Messenger.

Why should you incorporate social media customer service solutions into your business plan? It’s simple: People want brands to offer social media customer support. Bonus: Get a free, easy-to-use Customer Service Report Template that helps you track and calculate your monthly customer service efforts all in one place.