Emplifi：2025社交媒体客户服务状况与消费者期望研究报告（英文版）（15页）.pdf

1、Inside social customer care today Insights from nearly 1,000 consumers about expectations,frustrations,and the stakes of social media customer service.2025 SURVEY REPORTWhen nearly 1,000 consumers told us how they engage with brands on social media for customer service,their expectations were crysta

2、l clear:be fast,be human,and be present where they are.A third expect a reply to a social DM or brand tag within an hour.Nearly half said theyd leave a brand after just two bad experiences and one in four wont even wait that long.This isnt about call centers or contact forms anymore.Social is the ne

3、w frontline of customer care.And its where brand loyalty is being tested in real time.In this report,we dont just summarize stats.We decode what they mean for your business.Each section connects the numbers to the real-world decisions that large consumer brands face every day.How fast is fast enough

4、?Where should your team prioritize their presence?Whats the right role for AI in customer care?And how can you deliver service that keeps customers from walking away?Because in social care,timing isnt everything but its a close second.The rest comes down to empathy,clarity,and consistency.This repor

5、t will show you how to deliver all three,across platforms,across generations,and at scale.Social media is no longer just a branding tool.Its a direct lifeline from your customers frustration to your teams response.And the stakes have never been higher.The urgency behind every messageINTRODUCTION DID

6、 YOUKNOW?of consumers67%prefer a human over AI for social careturn to Facebook55%for support but Gen Z prefers InstagramONLY2%are OK waiting more than 2 days for a response2Inside social customer care today METHODOLOGY:Nature of survey:This was a 15-minute online survey offered in English only.Sampl