15+ Social Media Support Statistics (2026)
Converge Team
Data on customer support via social media platforms including Instagram, Facebook, Twitter, and messaging apps.
Key Highlights
- 67% of customers have used social media for support at least once (Sprout Social Index, 2025)
- 4 hours Average response time on social media (customers expect under 1 hour) (Sprout Social Index, 2025)
- 71% CSAT for social media support (lowest of all channels) (Zendesk CX Trends Report, 2025)
- 40% of customer complaints now happen publicly on social media (Sprout Social Index, 2025)
- 8% of total support volume comes through social media channels (Freshworks Global Benchmark Report, 2025)
Channel Usage
Performance Gaps
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • Sprout Social Index
- • Zendesk CX Trends Report
- • Freshworks Global Benchmark Report
- • Sprout Social Index
- • Freshworks Global Benchmark Report
- • Zendesk CX Trends Report
Frequently Asked Questions
Key stats: 67% of customers have used social media for support at least once. 4 hours Average response time on social media (customers expect under 1 hour). 71% CSAT for social media support (lowest of all channels). See all 15+ statistics on this page.
These statistics are sourced from industry reports including Sprout Social Index, Zendesk CX Trends Report, Freshworks Global Benchmark Report. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
Ready to try Converge?
$49/month flat. Up to 15 agents. 14-day free trial, no credit card required.
Start Free Trial