Nearly 50% of Americans have a more favorable view of brands that respond to customer service issues via social. By responding, the brand shows that it’s actively listening to customers and that can build brand loyalty. While some may be quick to think that those public complaints are decreasing brand value, many companies act fast to respond and turn it into an opportunity. About half of those people are reaching out about customer service issues.Ĭlose to half of those who engage with brands on social media are doing so in order to bring up a customer care issue. Zendesk reported that customer service ticket volume on social media increased 20% from 2020 to 2021.Īs of 2017, 33% of Americans had used social media in order to complain to a brand.Ī 2022 survey found that 75% of Twitter users, 59% of Facebook users, and 34% of Instagram users reach out to brands on the social platforms. Search volume for “customer service” is increasing. This demand for speed and personal attention is leading many brands to offer customer service and support via social media. Survey results show consumers are demanding quick responses to their marketing, sales, and support questions. They want a response to their problems immediately.Ī HubSpot poll found that 90% of consumers look for an immediate response from a brand when they have a customer service question. Brands use social media to provide support to impatient customers #blacklivesmatter is just one example of a social cause that’s generated billions of views on TikTok. One survey found more than 75% of Gen Zers say they learn about social justice and politics on TikTok. In 2020, Gen Zers used TikTok to encourage other users to buy tickets to a Donald Trump rally, but not show up. Gen Z has also been known to use TikTok to further social causes. While the effectiveness of Facebook and Instagram decreased, TikTok saw a large increase. In 2022, that number shot up 700% with 24% saying the platform was the most effective. In 2021, only 3% of marketers said it was the most effective platform for reaching their business goals. The platform has also seen a huge jump in effectiveness, according to marketers. Estimates show that TikTok will pull in more than $11 billion in US ad revenue that year. Market predictions show that TikTok’s ad revenue will surpass that of YouTube in 2024. In 2021, that number was already up to 68%. In early 2020, only 16% of marketers said they were using the platform. Search volume for “TikTok ads” has seen a huge jump in the past 2 years. Having such a captive audience means marketing money is flowing into TikTok at a never-seen-before rate. Nearly 40% of people in Gen Z say TikTok videos are where they go to learn about new products and buy new products. Searches for “TikTok marketing” have been increasing since 2019. One-fifth of Generation Z (people between the ages of 10 and 25) is spending more than five hours per day on TikTok.Ī 2021 survey found that TikTok videos are extremely effective for brands who want to market their products to Gen Z. That’s compared to 154.3 million users who are 25+. That’s strongly contrasted from their predictions about TikTok: 44% of that platform’s users will be under 25 by 2023.īy 2026, experts say only 23.3 million Facebook users will be younger than 25. Predictions from eMarketer show the percentage of Facebook users under 25 years old will drop to below 15% in 2023. And it’s gaining popularity even faster than experts predicted. But TikTok is the app of choice for younger generations. Popularity of TikTok surges with Gen Zįacebook is the most popular social media platform overall. However, experts predict that the most popular platforms may lose a considerable amount of their users as new platforms eat away at their market share.Īnd in this report we will cover the most important social media trends to keep an eye on over the next few years. In the coming years, social media use is projected to increase even more. That’s up from only 2.5 billion users in 2017.
As of 2023, there are approximately 4.89 billion social media users around the world.
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