Social Media Customer Service Statistics by Network

[fomayof928@mowline]

Sprout Social's smart inbox feature filters messages from X, Facebook, and Instagram.

Start your free trial of Sprout

Now that we’ve covered consumer behavior and their preferences, let’s cover some insightful online social media customer service statistics.

Instagram Customer Service Statistics
Instagram is one of the most popular social media channels for germany b2b leads customer service. Our 2022 Sprout Social Index found that 35% of U.S. consumers use Instagram for customer service. This makes it the second most popular customer service platform after Facebook. Instagram also has over 1 billion active users, so your audience is likely to be on the platform, which means you need to incorporate this into your social media customer service strategy.

Data visualization from the 2022 Sprout Social Index™ shows the customer service platforms most used by U.S. consumers and brands. Facebook, Instagram and YouTube are the most popular platforms.
Facebook Customer Service Statistics
About 74% of online adults say they feel more connected to a business when they can message it directly on Messenger, Facebook’s direct messaging platform. Meta also found that another 66% of consumers consider messaging to be their preferred way to communicate with businesses.

takeout? If your customers are on Facebook, you should be on Facebook too.

OLIPOP is a supplement brand that uses Facebook to provide direct customer support. “I would estimate that at least 50% of our customers send us questions or comment directly on posts on Facebook and Instagram,” OLIPOP e-commerce manager Melanie Bedwell previously told us. “Ideally we try to respond immediately, but if Not possible, then at least reply on the same day.”