Social media customer service statistics to know in 2025

What does it mean to have exceptional customer service? Automated phone systems? Chatbots? Help guides? These ease your customer support teams’ workload, but they don’t always cater to the needs of your customers—especially if they have a unique or urgent issue.

When they’re facing a problem, customers don’t want to click through a series of irrelevant options or dig through a list of FAQs, only to find none of them address their personalized 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 access to a human as soon as possible—and they often go to social media customer service to achieve this.

In The Sprout Social Index™, 30% of consumers plan to use social more in 2025, while 56% plan to maintain their current usage. Consumers also say companies should make personalized customer service their #1 social media priority in 2025.

So brands—now’s the time to build a social customer care strategy (if you don’t already have one). Not sure where to start?

In this piece, we’ll explore what customers are looking for from brands and share leading social media customer care statistics so teams can build stronger relationships in 2025 onward.