Social Customer Service from Sprout Social

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Prepare for your next presentation and inject more value into your work with insights from the 2023 Sprout Social Index™ report. With it, you get a demo-ready insights platform that you can customize to further build your expertise.


What does excellent customer service mean? Automated germany b2b leads phone system? Chatbot? Can you help guide me? These can ease the workload of customer support teams, but they don't always meet customers' needs, especially when they have unique or urgent questions.

When they have a question, customers don’t want to click through a series of irrelevant options or drill down into a list of FAQs, only to find that none of them meet their individual needs. Tools like chatbots and help centers are helpful for basic knowledge, tips, and reminders, but we still need humans to escalate complex support or questions. Today’s consumers want to be contacted as quickly as possible, and they often achieve this through social media customer service.

In The Sprout Social Index™, we found that more than half (53%) of consumers say their social media usage was higher in the past two years than in the previous two years. Our data also found that 76% of consumers notice and appreciate that businesses prioritize customer support.

So now is the time for brands to develop a social customer care strategy (if you don’t already have one). Don't know where to start?

In this article, we’ll explore what customers want from brands and share leading social media customer service statistics so teams can build stronger relationships beyond 2025.