Customers Prefer Email Over Social Support: Report

The general opinion that customers prefer social over email for support from companies has been proved wrong according to a new report from Freshdesk,a SaaS based social customer support solution.

The report titled “What Makes Customers happy? The state of Customer support” has highlighted a few important points about the industry.

37% of customers use email over social, which is still at just 12% of all customer support queries received.

One of the main reasons that customers are shifting to the new means of support from the telephone, was because telephone support meant having to wait on hold for long period of times.


Email continues to be the biggest source of support queries though it has seen a drop of 7% over the last year. There is also a great number of queries in forums and the official site.


In terms of response times, Forums seems to be the quickest way, with the phone trailing the pact. However even though the first response time on Facebook is acceptable, the follow up time slips drastically.

Customers expect queries to be resolved within a maximum of one day. However, companies which establish clear Service Level Policies, and sharing the progress on a ticket can buy a bit of additional time to resolve an issue.

Twitter is bigger than Facebook for customer support, but sentiments on the Facebook are more positive.

While businesses respond to social tickets faster than email, they often frustrate customers with incorrect solutions on social channels and 27% of social tickets get redirected to email.

This study by Freshdesk used a representative sample of 250,000 end customers.

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