Great insight: Based on findings from NM Incite’s newly released State of Social Customer Service Report, nearly half of all social media users (47%) use social media platforms (Facebook, Twitter, etc.) to reach out to a brand or company with a question or issue.

• 47% of all social media users have used social care, with usage as high as 59% among 18-24 year
• 71% of those who experience positive social care are likely to recommend that brand to others
• Nearly 1 in 3 social media users prefer to reach out to a brand for customer service through a social channel rather than by phone