Social Customer Service Software Statistics 2024

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In an increasingly digital world, where customer expectations are at an all-time high, the role of social customer service software has never been more critical. As we look towards 2024, analyzing the statistics surrounding this technology offers invaluable insights into understanding the evolving business landscape. By shining a light on emerging trends and usage patterns, these statistics illuminate how companies can better leverage social customer service to enhance customer satisfaction and drive business growth.

Key stakeholders, including business executives, customer service managers, and marketing strategists, will find this data particularly valuable. By interpreting these figures, stakeholders can uncover opportunities to optimize their customer service strategies, ensuring they meet the dynamic needs of today’s consumers. These statistics not only highlight the importance of integrating advanced software solutions but also underscore the shifting preferences and expectations of customers in the digital age.

Ultimately, this data supports informed decision-making and the development of robust strategies in a rapidly changing industry. Companies that understand and apply these insights are better positioned to stay ahead of the competition, foster customer loyalty, and achieve sustained success. This article delves into the pertinent statistics shaping social customer service software in 2024, offering a comprehensive overview to guide industry stakeholders through the next wave of digital transformation.

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Top Social Customer Service Software Statistics 2024

☰ Use “CTRL+F” to quickly find Social Customer Service Software facts. There are total 53 Social Customer Service Software Statistics on this page 🙂

Customer Service Trends For 2024

  • 80% of companies plan to increase their level of investment in CX. [11]
  • The customer experience management market is estimated to grow at a compound annual growth rate (CAGR) of 15.4% from 2023 to 2030. [2]
  • 73% of consumers will switch to a competitor after multiple bad experiences. [2]
  • 6 in 10 customer service agents say a lack of consumer data often causes negative experiences. [2]
  • Nearly 90% of customers would switch to a different company if it could provide better CX. [2]
  • 3 in 4 consumers will spend more with businesses that provide a good CX. [2]
  • Teams who are very connected show a profitability increase of 21%. [2]

Impact Of Ai On Customer Service

  • 42% of customer service pros who use AI/automation tools state that AI chatbots that respond to customer service requests are very effective. [10]
  • 60% of support leaders expect to reduce support costs over the next five years by adopting AI. [10]
  • 73% of customers think AI will improve customer service quality. [10]
  • 66% of customer support specialists agree that by 2024, most software they use will have AI or automation capabilities built-in. [10]
  • 84% of customer service pros who use AI agree that by 2024, AI/automation tools can make it easier for them to respond to customer service requests. [10]
  • 70% of organizations plan to invest in AI and automation for customer service in the next 12 months. [10]
  • 55% of support leaders claim that ChatGPT has made them more likely to invest in AI in the coming year. [10]

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Customer Preferences And Behavior

  • 77% of customers expect to interact with someone immediately when they contact a company. [10]
  • 93% of customers use emails to engage with companies, followed by phone at 88%. [10]
  • 42% of customer service pros who use AI/automation state that AI tools help them collect and analyze feedback from customers about their experience. [10]
  • 52% of consumers overall will share their customer service experience, whether good or bad. [10]
  • 85% of American customers will recommend a company whose service they rate as very good. [10]

Social Media Customer Service

  • 63% of customers expect companies to provide customer service through social media. [8]
  • 90% of social media users have used social media to communicate with a brand. [8]
  • 71% of customers who have a positive experience with a brand on social media are likely to recommend it to others. [8]
  • 67% of customers have used a company’s social media site for servicing. [8]
  • 59% of Americans believe that social media has made customer service faster. [8]
  • More than 80% of Twitter users expect a response to a customer service inquiry in under 24 hours. [8]
  • Brands with active social media engagement receive 3.5 times more customer satisfaction than those without. [8]

Self-service And Automation

  • 98% of customers use FAQ, help center, or other self-service online resources. [4]
  • 77% of customers expect organizations to provide self-service support tools to help customers find answers without contacting support. [4]
  • 67% of customers find it convenient to contact customer service on social media. [4]
  • 76% of clients expect to get a reply within 24 hours on social media. [4]
  • 57% of service professionals believe automated voice assistants will become a top customer communication channel. [6]
  • 79% of businesses consider automation necessary in their customer experience strategy. [6]
  • 74% of consumers prefer a callback option instead of waiting on hold for a customer service rep. [6]

Customer Experience And Personalization

  • 63% of customers expect personalized engagement as a standard of service. [1]
  • 74% of customers believe that brand loyalty grows when customers feel understood and appreciated. [1]
  • 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. [1]
  • 84% of customers say that personalization influences their purchases and 88% say they’re likely to continue shopping with a retailer that offers a personalized experience. [5]
  • 56% of customers say they’ll remain loyal to a brand that understands them. [5]
  • 72% of customers have switched brands in the last year because of better deals, 55% switched for better quality, and 41% switched for product availability or selection. [5]

Industry Insights And Predictions

  • The quality of customer experience dropped for 19% of brands in 2022, the lowest rate in 17 years. [1]
  • The average response time for live chat is 2 minutes and 40 seconds. [8]
  • Companies that excel at customer experience grow revenues 4-8% above the market. [8]
  • By 2025, integrating intelligent workflows and smooth interactions between humans and machines will probably be as common as a company’s financial statement. [11]
  • 45% of IT leaders say they’ve adopted low-code solutions to solve the problem of staff shortages. [5]

Technology And Tools

  • Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer and agent experience across 30+ digital, social, and voice channels. [11]
  • Front customer Branch saw a major boost in productivity and a 482% return on investment after switching to Front. [9]
  • Customer service chatbots have the advantage of being available 24/7 to consistently provide instantaneous responses to all customer messages. [3]
  • Voice customer service interactions are predicted to decrease by an additional 10% in the next five years. [8]

Consumer Trust And Data Privacy

  • 88% of customers expect companies to speed up digital initiatives due to COVID-19. [4]
  • 79% of customers expect consistent interactions across all channels, with the #1 consumer frustration being disconnected experiences. [5]
  • 87% of customers indicated they wouldn’t engage with an organization if they had reservations about its security policies. [1]
  • 60% of consumers say that instant responses come within 10 minutes of the initial contact. [7]
  • 52% of consumers state that support interactions leave them exhausted, and 55% feel increasingly stressed. [10]

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