Customer Service Interactions over Twitter Have Increased 250% in the Last Two Years

Statistic Info

For all the social dinosaurs out there, your aversion to the ‘customer-owned channels’ is becoming less and less acceptable. While this statistic specifically pertains to Twitter, we’re seeing significant customer care volume increases on greener social channels such as Facebook Messenger as well. For example, after launching Facebook Messenger for customer care last year, Sprint saw an increase of 31% in private messages in only 3 months time. As Twitter, Messenger, Instagram and others continue to roll out innovative engagement features, be prepared to be there waiting, because that’s where your customers will be.

More 2018 Stats

On an Average, Businesses Generate $6.50 For Every $1 Invested in Influencer Marketing

48% B2B Buyers Said Webinars Were Valuable to Them in the Mid-Stage of their Buying Journey

79% of Marketers Already Using Interactive Content Plan to Increase Their Use in the Next 12 Months

80% of Americans Have Made an Online Purchase in the Past Month

74% of Online Shoppers Rate Product Selection as Important During the Online Search Process

23% of Users Will Abandon Their Shopping Cart if they Have to Create a New User Account

50% of Total eCommerce Revenue Comes from Mobile

32% of Online Shoppers Own at Least One Connected Home Device

For Every $92 Spent Acquiring Customers, only $1 is Spent Converting Them

30% of Demand Generation Professionals Say that Pipeline Influence is their Top Indicator

More Customer Engagement Stats

44% of People go Directly to Amazon to Start their Product Searches, Compared to 34% who use Search Engines like Google, Bing, and Yahoo to Search for Products

77% of Adults Own a Smart Phone

8% of Online Shoppers Engage in a Live Chat Conversation before Placing an Order

59% of Customers Completed a Purchase on a Different Device to the One where it was Started

Americans Spend 36% of their Shopping Budget Online

More than Three-Quarters of Online Shoppers Would Like their Orders Shipped the Same Day

33% of US Females Aged 18-34 Say They Would “Ideally Buy Everything Online”

Almost Half of Consumers List Live Chat as their Preferred Way to Connect, and about the Same Number Say they would Buy from a Chatbot

30% of Online Shoppers are Millennials are are Between 18 and 34 Years Old

26% of Shoppers are Likely to Share a Product on Social Media after Purchase