The demand for social customer service is growing. Unfortunately, many brands struggle to meet the rising demands of consumers on social platforms, and there are still some major pain points, including providing human interaction at scale. A report from customer engagement platform provider Conversocial examines the current state of social customer service.

According to Conversocial‘s report, 54 percent of survey respondents prefer to access customer service through new channels like SMS and social, which is a continuation of the trend toward digital-first customer service. This is good for brands since it increases the number of queries addressed per hour compared with email and phone and costs less per interaction.

Users retention and engagement increases significantly when customers interact with brands on social, even for customer service. 86 percent of high-value customers are more loyal to brands they engage with on social. The report also notes that more interaction increases loyalty:

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