More Than One-Half of Consumers Prefer Social Customer Service (Report)

Brands are struggling to meet the increased demands of customers who increasingly want digital-first customer service.


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.

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