90+ Social Media Marketing Statistics to Keep in Mind in 2022

ByIvana V.
March 11,2022

Do you want more brand exposure? Make a profile on social media and share content about your products. Are you looking to create and maintain a relationship with your customers? Social media is the best way to make your brand accessible and personable. Do you want to generate more leads? Yep, you’ve guessed it - social media is the way to go. 

But with so many different platforms, developing a strategy can be a little overwhelming. You might be wondering how to get going.

Well, a great starting point would be the comprehensive list of social media marketing statistics we’ve compiled. You will find both positive and negative social media statistics that will help you grasp the benefits and drawbacks of each platform. You’ll also find info on user behavior and demographics on each of the most popular social networks. We’ve also included stats that reflect good marketing practices and their plans for the future. So, let’s begin!

The Most Interesting Social Media Marketing Stats

  • There were 3.5 billion active social media users worldwide in 2019 (45% of the world's population).
  • 11 new people start using social media every second.
  • The average American has 7.1 social media accounts.
  • Facebook Business Pages now number more than 60 million.
  • As of 2018, 35% of marketers use live video on social media.
  • 93% of all marketers cite more exposure for their business as the number one benefit of social media marketing.
  • 200 million Instagrammers visit a business profile every day. 
  • 75% of Instagram users take action - like visiting a website or making a purchase - after seeing an ad.
  • LinkedIn generates 277% more leads than Facebook and Twitter.
  •  YouTube mobile ads receive viewer attention 83% of the time.

Social Media Statistics: Massive Reach

There were 3.5 billion active social media users globally in 2019.

(We Are Social)

How many people use social media? Practically half the planet is on social media. The world’s population in 2019 was 7.676 billion, and 3.5 billion of them actively used social networks.

With 99%, the United Arab Emirates had the largest social media prevalence in 2019.

(Smart Insights)

When we look at social media usage statistics by country, we see that the UAE has the largest proportion of its adult population on social media. The global average is 45%.

3.3 billion people around the world actively use social media on mobile devices.

(We Are Social)

Social media usage statistics point to the indisputable prevalence of mobile devices. Gone are the days when people sat down in front of their PCs to surf the web. Now we do it all the time, mostly using our phones mostly, but sometimes also from our tablets.

The number of active social media users grew by 9% between January 2018 and January 2019.

(We Are Social)

Social media use keeps flourishing, year after year. In the 365 days between January 2018 and January 2019, 288 million new users joined one of the many social networks out there.

Internet users are now spending, on average, 142 minutes per day on social networking and messaging platforms.

(Digital Information World)

How much time do people spend on social media? According to social media stats recently published by Digital Information World, the average time spent on social media per day is well over two hours. This gives marketers plenty of opportunities to reach their target audience on these platforms.

There are 230 million active social media users in the US.

(We Are Social)

The number of social media users in the US is pretty high if you consider the fact that the whole country’s population is 328 million people. Of those 230 million Americans who are active social media users, 220 million access the social networks of their choice via smartphones.

Every day more than 2.1 billion people check at least one of the following accounts: Facebook, Instagram, WhatsApp, or Messenger.

(Facebook)

Facebook’s social media users statistics indicate that a staggering 2.1 billion users visit at least one of these social networks/messaging platforms every day. All four are companies owned by Facebook.

The average American has 7.1 social media accounts.

(We Are Social)

Facebook, YouTube, Instagram, Twitter, Snapchat, Linkedin, Pinterest, WhatsApp, Messenger... These are the most popular social media platforms according to their number of users. And the average American has an account on at least seven of them.

11 new people start using social media every second.

(Hootsuite)

The number of people on social media grows by 11 each second. What does this mean for you as a marketer trying to communicate with an audience? It means your potential social media reach grows organically by 11 users. Just swell!

44% of internet users have an ad-blocker.

(We Are Social)

This is among the less exciting but still interesting facts about social media. More than 40% of internet users turn on their ad-blocker while on social networks. It’s worth remembering that traditional marketing approaches might not work for people who have this kind of app installed on their devices.

Facebook Marketing Stats

Worldwide there were 1.59 billion daily active users on Facebook in June 2019.

(Facebook)

How many people use Facebook every day? The latest data provided by the network indicates that nearly 1.6 billion people visit the platform on a daily basis.

There are 2.41 billion monthly active users on Facebook as of June 2019.

(Facebook)

The number of people on Facebook is much greater when we include the users who access the platform less frequently. With a reach of 2.41 billion people every month, marketers can’t afford to ignore this channel.

There are 270 million fake profiles on Facebook.

(Mashable)

On the other hand, it’s worth remembering the negative facts about social media. Among the vast array of Facebook users is a disturbing number of fake profiles. On Facebook alone, there are 270 million duplicated or fraudulent profiles.

190 million Americans have a Facebook account as of July 2019.

(Statista)

Social media usage stats published by Statista show that an incredible 190 million US teenagers and adults have a Facebook account. India is the only country in the world with a larger number of Facebook users. More than 270 million Indians have a Facebook account.

76% of American adults can be reached with ads on Facebook.

(We Are Social)

This is by far the largest audience marketers can hope to get through on any social network. Marketing experts know this and most of them already advertise on Facebook.

There are more women on Facebook than men (53% vs. 47%)

(Omnicore)

Facebook user demographics data published by Omnicore suggests Facebook is a great platform for reaching both male and female audiences. However, there are slightly more women than men on this site.

The average American Facebook user is 40.5 years old.

(Chron)

Facebook users statistics show that this social media platform, which was founded by a Harvard student 15 years ago, has gained popularity among American adults of all ages. However, the average Facebook user’s age is 40.5, which might be higher than you’d expect.

94% of marketers use Facebook in their campaigns.

(Social Media Examiner)

Considering the fact that 190 million Americans use the network, it’s no surprise that so many marketers rely on Facebook to advertise their products. As many as 9.4 in 10 marketing specialists incorporate Facebook into their marketing efforts.

Just 48% of marketers feel their Facebook marketing is either “very effective” or “effective.”

Social Media Examiner)

However, not all of them are happy with their Facebook marketing results. Facebook advertising statistics indicate that 9% of marketers qualify their Facebook marketing as “very effective,” 39% say it’s “effective,” while 38% are uncertain. The rest believe they are flat-out failing.

On average, Facebook users click on eight ads each month.

(Hootsuite)

Even though users see many ads while they scroll through their Facebook feed, they avoid clicking on them. The average user clicks on an ad only eight times a month. The number goes up for female users, who click on 10 paid advertisements every month. Hootsuite’s social media advertising stats suggest that men do the same only seven times a month.

The average engagement rate for Facebook live videos is 4.3%.

(HubSpot)

Social media marketing benefits can include raising brand awareness and deepening customer relations. Using video content, you can accomplish both. However, keep in mind that live video runs laps around non-live videos in terms of user engagement. According to HubSpot’s Facebook live stats, live videos have a 4.3% engagement rate compared to a meager 2.2% for regular video.

85% of Facebook videos are watched without sound.

(HubSpot)

The majority of videos on Facebook are watched in mute mode according to social media marketing statistics. If you are a marketer figuring out the next move in your Facebook advertising strategy, you should definitely bear this information in mind.

80% of Facebook users react negatively when a video automatically plays with sound.

(Facebook)

In fact, eight in 10 Facebook users say they are annoyed with video content that automatically starts with audio. If your video content makes no sense without sound, include subtitles or post it on another network like YouTube or Instagram.

72% of marketers say they use Facebook ads.

(Social Media Examiner)

As many as 72% of marketing specialists regularly use paid ads on the world’s most popular social media platform. Facebook ads statistics reveal that B2C marketers use this feature more often than their counterparts in the B2B niche (76% vs. 66%).

49% of marketers say they’ve increased their Facebook ad activities in the past year.

(Social Media Examiner)

In the previous year, nearly half of marketers upped their stakes in the Facebook ads game. It doesn’t stop there; 67% say they plan on increasing their use of Facebook ads over the next 12 months.

Facebook Business Pages now number more than 60 million.

(Brandwatch)

Facebook has long outgrown its original purpose as a place for keeping up with friends and family. Nowadays, this platform is more or less a business hub, and there are more than 60 million active business pages to prove it.

97% of B2C and 91% of B2B marketers are focused on Facebook.

(Social Media Examiner)

Social media marketing on Facebook appeals slightly more to B2C marketers. Practically all marketing specialists reaching out to direct clients include it in their digital marketing strategy - an incredible 97%, to be precise. More than nine in 10 (91%) B2B marketers focus on this channel, too.

When asked “What will you invest in over the following year?” 67% of marketers responded that they would focus on Facebook ads.

(Social Media Examiner)

Facebook ads reign supreme. Most marketers plan to invest in them since they have proven to be a highly effective social media marketing method. Instagram ads are also popular with marketers - 53% plan to spend money on Instagram in the hopes of increasing brand visibility, customer engagement, or sales. Facebook Messenger ads are the third most popular planned investment (41%).

51% of marketers plan on using Messenger bots in 2019.

(Social Media Examiner)

Facebook marketing stats inform us that the majority of marketing experts plan to give Messenger bots a shot this year. This new in-app tool brings businesses closer to consumers by providing quick answers to frequently asked questions. Messenger bots are gaining traction quickly; last year only 15% of marketers used them.

70% of marketers want to learn more about Messenger bots.

(Social Media Examiner)

Before committing to implementing a new tool in their marketing strategy, marketers want to make sure they understand the technology they’ll be using. Seven in 10 would like to learn more about this product from Facebook’s array.

Instagram Marketing Statistics

Instagram has more than 1 billion monthly users.

(Instagram)

How many people use Instagram? Well, Instagram user statistics published by the social network itself reveal the mind-boggling figure of more than 1 billion users each month.

More than 500 million Instagrammers use Insta Stories every day.

(Instagram)

Cut the number of monthly users in half and you’ll get the number of Instagram users who access these short-format videos on a daily basis. More than half a billion people worldwide see an Instagram Story ad or two every day while watching their friends’ Stories. This is a marketing pool so deep and wide enough that it deserves every marketer’s attention.

44% of Americans over 13 can be reached with adverts on Instagram.

(We Are Social)

Instagram user stats that focus on the US show that marketers can reach 44% of the US population over the age of 13 on this platform. Amazing, right? Putting this into perspective, there are 120 million Americans you can target with Instagram ads.

In the five years between 2013 and 2018, the Instagram community has grown from 90 million to 1 billion monthly active users.

(HubSpot)

This makes this photo- and video-sharing app the fastest growing social media platform in the world. With the number of Instagram users increasing so rapidly, it’s only natural that marketers are flocking there, too.

73% of marketers use Instagram.

(Social Media Examiner)

According to Social Media Examiner’s 2019 Instagram stats, nearly three-quarters of US marketing experts advertise on this social media platform. At the moment, Facebook is the only platform more popular with marketers.

More than 2 million advertisers use Instagram every month.

(Sprout Social)

In other words, the second most popular social media in the US attracts more than 2 million marketing specialists every month. They report advertising on this channel increases their exposure, generates website traffic, and creates leads.

Users aged 18 to 24 are substantially more likely than those aged 25 to 29 to say they use Instagram (75% vs. 57%).

(Pew Research)

Pew Research on social media Instagram demographics shows that older teens and people in their early 20s outnumber users in their late 20s. These Instagram statistics show that three-quarters of Americans in the first age group have an Instagram account while only 57% of those in the other group report the same.

55% of people in Generation Z (aged 16 to 24) have increased their use of Instagram in the past year.

(eMarketer)

Marketing on this social media platform is essential if you want to reach a Gen Z audience. According to eMarketer, more than half of users aged 16 to 24 report that they use Instagram more frequently now than they did last year. This means your opportunities to communicate with them via this platform are greater than ever.

67% of American millennials have an Instagram account.

(Pew Research)

Apart from being among the most used social media apps for teens, Instagram is widely popular with millennials, too. Social media use statistics published by Pew Research in 2019 suggest that almost seven in 10 millennials have created an account on the photo-sharing app.

200 million Instagrammers visit a business profile every day.

(Sprout Social)

If you were wondering how many Instagram users interact with brands on a daily basis, here’s your answer: 200 million and counting. If you don’t already have a business page, get started on it ASAP.

80% of Instagram users follow a business on this social network.

(Sprout Social)

Using social media for business is a great way to interact with customers. They view it positively and want to engage. In fact, eight in 10 Instagram users follow at least one business on the network according to statistics on social media usage.

75% of Instagram users take action after seeing an ad.

(Hootsuite)

Not only do users gladly follow businesses on Instagram, but they often feel inspired to take action after seeing their ads. The fact that 75% of Instagrammers have been inspired to visit a brand’s website or make a purchase after seeing an ad makes it one of the best social media marketing platforms. If you market yourself cleverly, your efforts are very likely to pay off.

A quarter of all ads on Instagram are videos.

(HubSpot)

Unless you’ve been actively avoiding all social media marketing news, you’ll know that video is all the rage nowadays. Younger generations of consumers prefer it over textual content. If you’re in doubt whether to choose video, images, or carousel ads, go with video.

85% of millennials have purchased a product after watching a video about it.

(Business Wire)

If you’re planning on using social media for marketing, you should definitely keep this stat in mind. Video runs laps around all other content when it comes to product presentation. It is also a very powerful tool for evoking emotional responses and forging a brand identity.

60% of Instagram Stories are watched with the sound turned on.

(Jumper Media)

Unlike Facebook users who consume video content silently, Instagrammers view video with the sound on. Well, at least 60% of them do; the rest watch it on mute. Jumper Media’s social media studies remind marketers to cater to both needs.

One-third of brands on Instagram post 11-20 times a month.

(HubSpot)

In this day and age, having no social media presence is equivalent to not having a business at all. However, you shouldn’t overdo it on social media, either. The most common posting frequency for brands on Instagram is between 11 and 20 times per month. Heck, if it works for Dior, maybe you should give it a go.

Instagram’s ad revenue is projected to bring in nearly a quarter of Facebook’s total ad revenue by the end of 2019.

(Sprout Social)

As we have mentioned in the Facebook stats above, Instagram is owned by Facebook. All the revenue generated through Instagram ads is presented as a part of Facebook profits. As this platform’s social media growth continues, so does its share of Facebook’s overall revenue. By the end of 2020, it's projected that Instagram’s ad revenue will make up 30% of Facebook’s total ad revenue.

The volume of brand-sponsored influencer content on Instagram is projected to amount to 6.12 million posts in 2020.

(Statista)

The rise of social media has brought with it influencers - people whose opinions and world views influence other users to make decisions. They are a marketer’s best friend, as their recommendations can go a long way with modern consumers. And luckily for marketers, there are many influencers on the fastest growing social media platform. Statista’s Instagram statistics project that next year there will be more than 6 million influencer posts sponsored by brands.

Twitter Marketing Stats

1.3 billion Twitter accounts have been created since the network was launched in 2006.

(Brandwatch)

The network has gained a lot of users since it was founded 13 years ago. However, Twitter usage statistics point to the fact that many of those users haven’t exactly got hooked on it. As many as 44% of those who had made an account left before ever sending a Tweet, according to Brandwatch’s Twitter statistics.

330 million people use Twitter monthly in 2019.

(Statista)

So, how many people use Twitter? The latest data published by Statista suggests there are 330 million people who are active on the network every month. That number has slightly declined from 2018, when it reached a record high of 336 million.

47.05 million Americans can be reached with ads via Twitter.

(We Are Social)

For its comprehensive annual report, We Are Social gathered data about all major social media platforms’ total reachable advertising audience. Twitter shared that a little over 47 million Americans can be reached with adverts on the network. This figure is not as astonishing as the number of total Facebook users, but it’s still a sizeable audience.

Men make up 56% of the ad audience on Twitter.

(We Are Social)

Social media statistics reveal that men make up a larger portion of Twitter demographics than women. Indeed, 56% of the audience marketers can reach on this social media is male, while 44% is female.

On average, Twitter users have 707 followers.

(Brandwatch)

As Twitter followers statistics revealed by Brandwatch show, the average Twitter user has 707 followers. However, they are not all active, since a large number of Twitter users have never fully engaged with the network.

59% of marketers use Twitter.

(Social Media Examiner)

Twitter is the third-most popular social media with marketers, as it was last year. But its popularity has declined a bit. According to social media marketing stats presented in Social Media Examiner’s annual report, in 2018, 62% of marketing specialists said they used Twitter.

The media industry has the highest average number of posts per day on Twitter: 10.73 tweets.

(Digital Marketing Community)

Even though Twitter hasn’t become popular with billions of people worldwide, it has established itself as an important source of information in the US. Media outlets use Twitter to keep users up-to-date with current events. Despite having the highest post rate, the media has the lowest engagement rate: just 0.009%.

The average engagement rate on Twitter is 0.048%.

(Digital Marketing Community)

Let’s put the previous stat into perspective. According to social networking stats, the average Twitter engagement rate across industries is 0.048%. That’s more than five times the engagement rate the media industry gets.

With 0.08%, the alcohol industry ranks as the industry with the highest average engagement rate per post on Twitter.

(Digital Marketing Community)

It turns out people love alcohol so much that even tweeting about it is enough to get great engagement. The average number of posts in this industry is much lower than the media industry. In fact, it’s only 0.46 posts per day. The next two best-performing industries on Twitter are higher education and the hotel industry, with engagement rates of 0.079% and 0.071% respectively.

87% of B2B marketers use Twitter.

(Omnicore)

Omnicore’s social media advertising statistics show that Twitter is the second-most important social media platform for B2B marketers, behind only LinkedIn. The same source reveals that 13% of B2B leads are generated on Twitter, making it a pretty efficient marketing channel.

Tweets with photos get 150% more retweets than simply text-based tweets.

(HubSpot)

If you’re going to post something on Twitter with the aim of promoting your business, make sure to include an image. Twitter usage statistics suggest you’ll reach a broader audience that way, since people love retweeting posts with images.

LinkedIn Marketing Statistics

LinkedIn has more than 645 million users worldwide.

(LinkedIn)

LinkedIn statistics show that the network has gained quite a following since it first started in 2002. Today, it attracts 645 million professionals and companies from all corners of the globe.

LinkedIn ads reach more than 163 million Americans.

(LinkedIn)

Marketers can reach more than 163 million US users via this platform. Regardless of the fact that it has a large audience, LinkedIn is the best social media for business promotion since its users are already focused on business. There is no clutter, no baby pictures, no passive aggressive rants from your aunt. Users are more likely to notice and remember your business on LinkedIn than anywhere else.

48% of LinkedIn users are women.

(We Are Social)

Social media marketing statistics shared by We Are Social suggest that when marketers post on LinkedIn, men are more likely to see their message. That’s because this social media’s demographics are skewed towards men by a few percentage points.

There are more than 30 million companies represented on LinkedIn.

(LinkedIn)

Marketing specialists, especially those from the B2B niche, love this social network. How could they not when there are 30 million companies on it? It’s a great social media for small businesses looking to increase their exposure. It also does wonders for well-established companies who want to communicate their brand values or nurture customer relations.

46% of B2C and 80% of B2B marketers use LinkedIn.

(Social Media Examiner)

Wits so many businesses on LinkedIn, the platform truly is among the best business social media sites a B2B marketer could wish for. As many as eight in 10 B2B marketing specialists know this and use it. Almost half of their B2C colleagues also advertise their products and services directly to consumers on the platform.

71% of B2B marketers are interested in learning more about LinkedIn.

(Social Media Examiner)

Since social media impact on business is undeniable, it’s no wonder business owners and marketers want to improve their network-specific skills. LinkedIn is the platform that piques the interest of most B2B and half of B2C marketing specialists (71% B2B vs. 50% B2C).

LinkedIn generates 277% more leads than Facebook and Twitter.

(HubSpot)

This is one of those social media statistics for business you should take note of if you want to boost your sales. HubSpot analyzed more than 5,000 businesses that use one of these three networks to generate leads. The results were astonishing. LinkedIn dominated the visitor-to-lead conversion rate with an impressive 2.74%. Facebook and Twitter were far behind with rates below 1%.

YouTube Marketing Statistics

(We Are Social)

Which social media platform has the largest user base in the US? Well, statistics about social media indicate that this video-sharing platform captures Americans’ attention like no other social network. Indeed, YouTube has won over 82% of Americans of all ages. When it comes to the demographics of social media users on YouTube, it’s worth noting that women make up 54% and men 46%.

Globally, 83% of internet users turn to YouTube as their main source of video content.

(Hubspot)

When in search of a funny video or a how-to tutorial, people go to YouTube. They also turn to it when they want to learn about a product, see an honest review, or watch a new commercial. Naturally, you as a marketer care more about the latter. HubSpot’s social networking statistics show that Facebook is catching up with YouTube. It’s the second-most popular platform for watching video content online - 67% of Americans watch videos on it regularly.

More than 1.9 billion logged-in users visit YouTube each month.

(YouTube)

The number of YouTube monthly active users is just below 2 billion. That’s the number of people who access the platform while logged in with their YouTube account. Keep in mind, though, that the number of YouTube users who watch videos without logging in is far greater.

YouTube has an impressive 51% penetration rate among American internet users aged 75 years and above.

(Statista)

YouTube user statistics show that the video-sharing platform beats all other social networks when it comes to winning over older internet users. These social media usage statistics by age also show that as many as 96% of internet users aged 18 to 24 access YouTube regularly. In other words, YouTube has the highest user penetration rate across all age groups.

59% of Gen Z respondents say they use their YouTube app a lot more than they did last year.

(eMarketer)

Teenage social media statistics reveal that members of Gen Z report increased use of the YouTube app compared to the previous year. If you are a marketer or business owner targeting this age group, you ought to know you’ll find them on YouTube.

YouTube mobile ads receive viewer attention 83% of the time.

(Ipsos)

Not only will you find Generation Z users on YouTube; you’re likely to catch their attention. This is true of other generations as well. YouTube mobile ads are highly effective for engaging users - 83% of the time users focus on the message.

The number of small and medium-sized businesses advertising on YouTube has doubled since 2016.

(Hootsuite)

The importance of social media marketing is becoming evident to more and more SMBs. And what better place to reach an audience than YouTube? It has huge numbers of active users and the ads it shows on it successfully grab people’s attention. It’s every marketer’s dream.

70% of YouTube views take place on a mobile device.

(Hootsuite)

Hootsuite’s YouTube view statistics once again confirm the dominance of mobile devices. YouTube, like the other most used social media platforms, gets more use on mobile phones and tablets than on PCs and laptops. The proliferation of stable internet and our fast-paced modern lifestyle allow it, and users enjoy it. The lesson for marketers? Optimize your ads to fit mobile devices.

In November 2018, YouTube doubled the number of pre-roll ads it shows.

(Hootsuite)

This is one of those YouTube statistics that will have business owners and marketing specialists grinning. The company’s decision to increase the number of ads allows for more advertising space, which you can use to promote your business.

How-to videos shown in virtual reality (VR) have a 36% higher recall by viewers compared to the same videos watched on YouTube.

(HubSpot)

Even though people love using social media now and spend a lot of time on it, this might change soon. VR has the potential to be the next great thing both for marketing and social interaction, so we recommend keeping an eye on the latest advances.

Snapchat Marketing Stats

Snapchat had 203 million daily active users in 2019.

(Snapchat)

How many people use Snapchat? Social media statistics worldwide indicate there are approximately 203 million users who access this social network each day.

93.25 million people can be reached with Snapchat ads in the US.

(We Are Social)

According to We Are Social’s 2019 Digital Report, the advertising reach of Snapchat is a little under 95 million users. That’s 34% of Americans over the age of 13. However, the same report shows that the advertising audience of Snapchat is diminishing quarter-by-quarter.

56% of Snapchat users are female.

(We Are Social)

Stats on this social media platform show that it’s more popular among women and teenage girls than men and teenage boys. If you sell products aimed at this target audience, make sure you take advantage of Snapchat.

41% of US teens say Snapchat is their preferred social network.

(Statista)

Four in 10 American teenagers say they enjoy Snapchat more than any other platform. This makes it the most popular social media for teens. The same survey shows Instagram holds second position (35%), while Twitter and Facebook share a distant third place (6%).

Young adults aged 18 to 24 are far more likely than adults aged 25 to 29 to say they use Snapchat (73% vs. 47%).

(Pew Research)

The multimedia messaging app is most popular with Gen Zers. Millennials follow as the second demographic with the most users. Millennials and social media statistics published by Pew Research reveal that only 47% of adults aged 25 to 29 have a Snapchat account. On the other hand, the number of Snapchat users in the 18 to 24 age group is much higher: 73%.

56% of users from Generation Z say they’re using Snapchat more this year than they did last year.

(eMarketer)

Existing Snapchat users report increasing the time they spend on this network. As many as 56% of Gen Z Snapchatters say they are more active on the app this year than they were in 2018.

Only 8% of marketers say they use Snapchat.

(Social Media Examiner)

With such a slew of social networks, entrepreneurs and marketers have a hard time producing content for all of them. According to social media marketing stats, Snapchat doesn’t make the cut for most marketers. In fact, only 8% of them say they advertise on Snapchat. This means the competition isn’t fierce. If your target audience consists of teens and young adults, Snapchat is a marketing channel worth exploring.

Consumers, Marketers, and Social Media Video

Watching videos on mobile devices has increased by almost 10 million daily viewing minutes over the past two years.

(HubSpot)

Social media video statistics reveal that between the billions of daily social media users, millions of minutes of video content get devoured. People love watching videos on social platforms, so that’s what marketers should deliver.

As of 2018, 35% of marketers use live video on social media.

(Social Media Examiner)

Some marketing experts have already taken the hint and included this type of content in their social media strategy. A little over a third are already using the next big thing in social media marketing: live video.

64% of consumers say they’ve been influenced to make a purchase by a video they saw on social media.

(Smart Insights)

The power of social media marketing is perfectly encapsulated in this one stat. Not only can video entertain; it can also turn followers into paying customers. More than two-thirds of US consumers say they’ve bought a product after seeing a video on social media.

93% of marketers cite more exposure for their business as the number one benefit of social media marketing.

(Social Media Examiner)

Increased traffic was the second-most common benefit, reported by 87% of those in charge of marketing. These top two benefits have remained virtually unchanged for four years. Generating leads (74%), improving sales (72%), and creating loyal customers (71%) round up the social media advertising effectiveness top five list.

43% of companies with online stores report seeing significant traffic from social media.

(Marketing Sherpa)

Ever wondered how businesses use social media for marketing? Well, online stores use it to advertise their products on the largest social media platforms. And they get great results, too. In fact, 43% of online retailers that use this form of marketing say it is responsible for significant website traffic.

54% of consumers want to see more video content from their favorite brands or businesses.

(HubSpot)

HubSpot’s social media advertising statistics send a clear message to marketers. Consumers are interested in getting to know the brands they support, and they want to do it through video content.

61% of consumers want to learn something from the videos they see on social media.

(Hubspot)

Shoppers have another demand from videos they see on social networks. If you can make your marketing videos more educational by conveying a lesson consumers will find valuable, you’ll win their attention.

77% of marketers plan on using more video content in their future activities.

(Social Media Examiner)

Social media marketing stats prove that when consumers speak, smart marketers listen. The majority of marketing experts plan to increase the amount of video content they deliver on social media.

43% of B2C marketers say pre-produced video is the most successful type of content.

(Content Marketing Institute)

Almost half of marketers who address clients directly consider pre-produced video the best type of content they can share on social media. It evokes emotions, raises brand awareness, sparks conversations, and boosts engagement.

Achieve Nearly All Your Marketing Goals in One Place

Social media is no longer a place where young people waste time glued to their devices. Indeed, it evolved into a powerful business tool a long time ago.

Regardless of who your products are designed for or whether you have a B2C or a B2B business, there is bound to be a social network where you can communicate with your customers and leads.

If your target audience is millennial women, there’s no better place to reach them than on Instagram. If you sell services to teenagers, they’ll be most responsive to your message on Snapchat. Looking to engage with a more mature audience? Then Facebook is your best bet. LinkedIn is a B2B marketer's dream.

Like we’ve said, there is an ideal channel for each audience. As a marketer or a business owner, you must adapt to your audience’s changing demands.

FAQ
How many people use social media?

You might be surprised to learn just how many people have social media accounts. According to the 2019 Digital Report by We Are Social, there are 4.4 billion internet users in the world. That’s 57% of the global population. Of those with internet access, an astonishing 3.5 billion people use social networks.

What percent of teens use social media?

As many as 81% of US teenagers use social networks. This isn’t alarming on its own, but when we look at the time spent on social media by age we come across some worrisome information. According to social media addiction statistics shared by the Washington Post, some teens are spending up to nine hours a day on social media. For tweens, those between the ages of 8 and 12, the average is nearly six hours per day.

How many people get news from social media?

Pew Research social networking statistics show that some 68% of Americans get their news from various social media platforms at least occasionally (often: 20%, sometimes: 27%, hardly ever: 21%). However, they don’t put too much trust in that news. Of those who read the news on social media, 57% consider what they see to be inaccurate.

What percentage of the world’s population has an active Facebook account?

We have seen a huge increase in both the global population and the number of Facebook users by year. Yet focusing on the current numbers – 7.7 billion people inhabiting the planet and 2.41 billion active Facebook users each month – we come to the following conclusion. In 2019, 31% of the world’s population had an active Facebook account.

When are people most active on Facebook?

Fun facts about social media shared by Mashable inform us that people are most active on Facebook at 11:00 a.m., 3:00 p.m. and 8:00 p.m. ET. The biggest spike in user activity occurs at 3:00 p.m. ET on weekdays.

When did Instagram start?

The photo-sharing app was launched on October 6, 2010.

How many people have Instagram?

At the moment, more than 1 billion people worldwide have an Instagram account and use it at least once a month.

How many people are on Twitter?

Since the website began operating in 2006, 1.3 billion Twitter accounts have been created. However, the number of active monthly users in 2019 was much lower: only 330 million.

What is social media marketing?

Social media marketing is a form of digital marketing that involves creating and sharing content on different social media platforms in order to achieve marketing goals. Content needs to be curated so as to fit the format users of a particular network expect.

Can social media marketing really help my business?

If you’ve carefully read our stats and facts about social media, you’ll understand the answer is yes. Business owners need to adapt to consumers’ habits. People spend more than two and a half hours each day on social networks. What this means for businesses is that their TV ads might no longer be as effective as they once were. If they want to get the word out about their products or services, they must reach out to consumers on a channel they now frequent.

How do small businesses start social media marketing?

Like any other business endeavor, social media marketing starts with a plan. Setting clear goals and outlining a plan of action will help you stay on track and will keep you motivated. Since this is too broad a subject to cover in just a few lines, we suggest you take a look at this comprehensive guide on Hootsuite. It gives detailed tips and explanations on how small businesses tackle social media marketing.

How important is social media marketing for small businesses?

The importance of social media for small companies is undeniable. It’s how you grow from a small business into a well-established brand. Social networks give businesses a chance to connect with existing customers and an opportunity to grow that customer base. Word of mouth has nowadays been replaced by a like and share on social media platforms.

Sources

About the author

Ivana is a staff writer at SmallBizGenius. Her interests during office hours include writing about small businesses, start-ups, and retail. When the weekend comes, you can find her hiking in nature, hanging off of a cliff or dancing salsa.

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Thomas Jefferson once defined coffee as “the favorite drink of the civilized world.” Tea-lovers might disagree with Jefferson, but coffee industry statistics are clear: Millions of people today can’t imagine starting their day without a cup of the stimulating beverage. Coffee Industry Facts - Key Findings Brazil is the largest coffee producer (33%) and the largest exporter in the world. In 2020, 15 countries imported 76.4% of all coffee. An average American drinks 3.1 cups of coffee daily. By 2030, global coffee consumption is expected to grow by one-third. The US imported $5.7 billion worth of coffee in 2020. In 2020, Starbucks had the largest share of the coffee market - 40%.  General Coffee Industry Statistics Wondering where your daily cup of coffee comes from? And whether there will be enough coffee for all coffee-lovers in the future? These statistics will provide the answers.  With 33% of all coffee produced, Brazil is the largest coffee bean producer globally.  (Statista) Overall, about 50 countries worldwide produce coffee. Brazil takes first place by producing nearly a third of all coffee - about 69 million 60-kilogram bags. It’s followed closely by Vietnam, which produces almost 29 million bags annually. Even though coffee originated in Africa, this continent contributes only 12% to the world’s total production. Small farmers still produce 60% of the world’s coffee. (Carto.com) Considering how popular coffee is, you might expect that growing it is a fully mechanized process that takes place on vast plantations. However, the reality is that only 21% of all coffee is produced on farms more than 50 hectares in size. The majority of producers still pick coffee by hand in an intensive, once-a-year harvest.  Global coffee consumption increased 2% between 2019 and 2021. (International Coffee Organization)  On the other hand, the production went slightly downward in the same period, which led to minimizing the gap between production and consumption to 1.2 million bags.  By 2030, global coffee consumption is expected to grow by one-third. (Bloomberg) The estimates show that by 2030, the world will need an additional 200 million bags to keep up with the growing demand. The main causes of this growth are the expected wage growth and increase in population.  In 2020, 15 countries accounted for 76.4% of all coffee imports.  (World’s Top Exports) The five countries that import the most coffee are the US, Germany, France, Italy, and Canada. In 2020, these countries imported 47.7% of the worldwide total. Between 2019 and 2020, Germany increased its import volume by 9.4%, while Italy and the US reduced it by 7.5% and 2.8%, respectively. Brazil holds the top spot for coffee beans export.  (Statista) Brazil is prominent in our coffee statistics not only as the largest coffee bean producer in the world but also as the number one exporter. In 2020, Brazil exported almost $5 billion worth of coffee. Switzerland was the second-largest exporter, with $2.85 billion.  Europe accounts for 33% of the global coffee market. (International Coffee Organization)  It seems like Europe has the most coffee drinkers altogether. It’s closely followed by Asia and Oceania, with a market share of 22%, followed by Latin America (20%), and North America (19%). The coffee market in Europe is expected to stay stable throughout 2025 and beyond.  The average price of a cup of coffee ranges from $0.46 in Iran to $7.77 in South Korea. (Global Coffee Report)  The average price of a cup of coffee varies drastically worldwide. Recent studies have determined South Korea is the most expensive country to drink a cup of coffee in, with the average price being $7.77. On the other hand, the cheapest is Iran, where the average cup of coffee costs $0.46.  Only about 10% of coffee is roasted before being exported.  (International Coffee Association) Essentially, 90% of all coffee is exported green, which means that roasting actually takes place in the importing country. Since roasting technology differs from country to country, it also affects the overall taste of the coffee. The United States Coffee Market Statistics In this section, we take a look at the US coffee industry size, information on consumer behavior, and imports and exports. In 2020, an average American drank two cups of coffee per day. (National Coffee Association) One of the most interesting coffee drinking facts from the 2020 National Coffee Association report is that the average American coffee-drinker consumes 3.1 cups of coffee per day. Sixty-two percent of Americans drink coffee every day, while seven out of 10 Americans drink coffee at least once a week. The US imported $5.7 billion worth of coffee in 2020. (World’s Top Exports) Americans are among the most avid coffee consumers in the world, with more than 400 million cups of coffee drank per day. 67% of Americans purchased their coffee from the supermarket in 2019. (Statista)  Since a considerable percentage of Americans prefer gourmet coffee, one would expect them to shop for their favorite blend at their local coffee roastery or other specialty coffee shop. Still, it appears that customer retention levels in this segment of the industry are not particularly high - only 9% regularly choose this option. The majority of consumers purchase their coffee at the supermarket, 14% order coffee online, on Amazon, or elsewhere, while 13% buy it at their local coffee shop, according to the specialty coffee industry statistics. Almost 60% of all coffee served in the US is brewed from premium beans. (National Coffee Association) While gourmet coffee is rising in popularity, traditional coffee consumption has decreased 10% from 2019 to 2020.  In 2020, Starbucks had the most coffee shops in the US.  (Statista) With 15,444 stores in the US, Starbucks holds 40% of the US coffee shop market. Dunkin’, the food franchise that made history with 3 million customers daily, holds the second spot with slightly more than 9,000 stores. Tim Hortons, in third place, has 630 stores in the US. When translated into coffee sales, Starbucks generated $21.31 trillion in 2019, while Dunkin’ had $9.2 trillion. 41% of Americans used a drip coffee maker to brew coffee in 2020. (Statista) The second most popular method was the single-cup brewer with 27%, while 12% used an espresso machine to make coffee at home. Only 10% of respondents prefer cold brewing, 8% purchase ready-to-drink coffee in a can or a jar, while 7% purchase instant coffee in a can or a jar. Bean-to-cup brewer is used by 6%, while the remaining methods account for less than 5%.  Coffee Consumption Statistics Worldwide - by Demographic  Who are the people behind all these coffee-drinking facts and figures? Let’s find out. 72% of people over the age of 60 drink coffee every day. (National Coffee Association)  But it’s not just older adults who drink coffee regularly: More than half (54%) of Americans between the ages of 25 and 39 consume coffee, along with 40% of those aged 18-24. The latter group has, in fact, seen a 14% increase in coffee consumption since the beginning of 2021. In the US, women spend on average $400 more on coffee than men. (Perfect Brew) An average American woman spends approximately $2,327 each year on coffee, while an average man spends $1,934. Still, it seems that men simply drink cheaper coffee - if we were to compare coffee consumption per capita by gender, men take the lead with 2.22, compared to women’s 1.79.   Hispanic Americans are the most likely demographic group to drink coffee every day. (Perfect Brew) The survey conducted by the National Coffee Association looking to uncover coffee facts and statistics showed that Hispanic Americans are 65% more likely to consume coffee daily than members of any other ethnicity. 41% of millennials spent more money on coffee than on retirement plans in 2017. (Acorns Money Matters) In an Acorns study conducted in 2017, 41% of nearly 2,000 respondents born between the 1980s and early 2000s admitted to spending more on coffee than on retirement. Unsurprisingly, 39% also admitted to feeling anxious about their financial future.  Scientists and lab technicians are the heaviest coffee drinkers. (Perfect Brew) Among the top 15 professions that consume the most coffee, scientists and lab technicians take the top spot. Marketing and advertising professionals are second, while education administrators take the third spot. Writers and editors hold the fourth spot, while healthcare administrators take the fifth, according to a recent coffee industry analysis by Perfect Brew.  People aged 25-34 spend $2,000 in coffee shops yearly. (Amerisleep) There’s a stark difference between this age group and people over 65, who spend only $7 in coffee shops per year. People aged 18-24 spend $172 per year on average, while the 35-44 age group doesn’t shy away from spending $1,410. These figures could partially be the result of the shift toward remote work, as many remote workers find coffee shops to be more conducive to productivity than their homes.
By Vladana Donevski · May 10,2022
Anyone who has ever been on a hunt for unique handmade items, vintage treasures, and local artisan products has most likely heard about Etsy. This creative online marketplace started out in 2005 as a project by a group of enthusiasts from Brooklyn, New York. Etsy has soon become an online refuge for artists and artisans from all over the world.  The platform has grown into a $33.75 billion business from very humble beginnings. If you're interested in learning more about this eCommerce giant and its journey to the top, check out our Etsy statistics below.   Top Etsy Statistics: Editor’s Choice With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. Etsy’s annual net income in 2021 reached $493 million. As of 2020, Etsy has 1,209 employees. 97% of Etsy sellers run their shops from home. 62% of sellers on Etsy are from the United States. In 2020, 81% of Etsy sellers identified as women. With a 25% seller share, Home & Living is the most popular category on Etsy. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. General Etsy Stats To better understand this eCommerce platform and its users, we've compiled a list of some general Etsy statistics. Read below to learn about the number of active buyers and sellers, the revenue Etsy has generated over the years, and the best-seller categories of products available for sale. With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. (CompaniesMarketCap) With a market cap of $17.90b as of March 2022, Etsy scores above JD Health, Zalando, and Rakuten, to name a few prominent companies.  Etsy traffic statistics have increased majorly during 2020, boosting profits significantly. Nevertheless, the market is still dominated by eCommerce giants such as Amazon, Alibaba, Meituan, Jingdong, and Shopify. There were around 7.5 million active sellers on Etsy in 2021, a nearly 75% increase on 2020. (BussinessOfApps) Back in 2019, there were almost $2.7 million active sellers on Etsy. Only a year later, the figures went up over 60% to around 4.3 million people worldwide, only to balloon by nearly 75% to 7.5 million in 2021. As testified by many Etsy sellers, statistics have never looked so good. The reason behind such a steep surge is most likely the COVID-19 pandemic which forced many people to start selling online exclusively.  The number of active Etsy buyers reached 96.3 million in 2021. (BussinessOfApps) Compared to 2019, when some 46.3 million people bought goods on Etsy regularly, 2020 has brought a surge of over 75% for a record 81.8 million active buyers on the platform. This was then followed by a smaller but still impressive 17% increase to 96.3 million users in 2021. Judging by the Etsy buyer statistics, people have heartily embraced the online shopping model forced by the COVID-19 pandemic. As of 2020, Etsy has 1,209 employees. (Backlinko) We can get valuable insights by tracking workflow within a company. Etsy has been growing steadily over the past few years, and the growth was followed by an increase in the number of employees. The 2020 sales boom saw the workforce increase by 14.49%. These Etsy updated statistics do not include an additional 205 workers employed at Reverb, its daughter company. Most of the employees are based in the United States, but the company also has offices in Ireland, Germany, Canada, Australia, and more. Etsy Demographics Let’s take a closer look at the demographic stats and facts, as they provide insights into the target market for a product or service. Additionally, they can help identify new markets or assess the potential impact of changes in the economy or population on a business. By understanding the demographics of its customer base, a company can make better decisions about where to allocate its resources to maximize growth.  62% of Etsy’s sellers are from the United States. (Statista) Etsy seller statistics show the distribution of its sellers on a global level. As of June 2020, some 62% of Etsy's merchants were from the United States, while the remaining 38% come from other countries. The majority of them are from the UK (30%), followed by Canada (11%), Australia (7%), and  Germany (7%). Most of Etsy’s US sellers come from California (14%). (Statista) The figures from June 2020 indicate that 14 percent of the US Etsy sellers are located in California. During the measured period, Florida and Texas both contributed 7%, while Pennsylvania, North Carolina, and Washington had a 4% share of the total US seller market each. As of December 2020, 47.7% of Etsy employees were female. (Statista) We highly appreciate Etsy’s gender awareness and diversity politics, especially nowadays when women were only 5% of the CEOs appointed globally in 2020. Namely, the eCommerce giant has been trying to increase the number of women in leadership positions and on its Board of Directors. As of December 2020, 47.7 percent of its employees were female, along with 45.3% male workers and 7% that were classified as ‘other.’ Statistics on Etsy's global corporate demography indicate that the board positions are equally occupied by both males and females, with a 50-50% ratio.  In 2020, 81% of Etsy sellers identified as women. (Statista) (Etsy) The figures certainly show how one-sided the sellers’ market is, probably because women dominate the handmade arts & crafts niche. When it comes to Etsy users, statistics on the sellers used to favor women even more in the past. According to a report from 2015, as many as 86% of the sellers on the platform were female. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. (Etsy) Sustainability and value-driven manufacturing practices are essential to Etsy's community, as reflected in the items being sold on the site. This new approach to business resulted in self-organizing into online support groups. Nearly a quarter of Etsy sellers worldwide joined one of more than 10,000 Etsy Teams worldwide, where they can seek and provide support and collaboration opportunities.  97% of Etsy sellers run their shops from home. (Statista)  2020’s  Etsy statistics reveal that 97% of sellers run their shops from home. At the same time, 69% of respondents had started their Etsy shop as a way to supplement their income. For many Etsy sellers, their businesses are their primary source of income, and 69% of them consider their shop a business. More than half (55%) are multi-channel sellers.  Revenue and Sales Statistics Although Etsy's sale statistics recently didn't quite match the boom in 2020, the company is still going very strong. The pandemic has brought about a renewed interest in handmade and vintage items, increasing the platform’s popularity significantly in recent years. With a 25% seller share, Home & Living is the most popular category on Etsy. (Statista) Looking at the best-selling items on Etsy and their generated revenue, Statista compiled a list of the most popular categories among handmade Etsy sellers worldwide as of June 2020.  According to Etsy sales statistics by category, home and living is on the top of the list with a 25% seller share. This is followed by art and collectibles, which accounted for 21%, jewelry with 15%, and clothing with an 11% share.  The least popular group of products were pet supplies, electronics & accessories, and shoes, which accounted for only 1% of sellers each.  In 2020, Etsy was the eighth largest retail website in terms of online traffic. (Statista) The big dog among eCommerce websites, Amazon.com, had almost 3.68 billion visitors per month in 2020 followed by eBay.com with 1.01 billion visits on average each month. eBay, Rakuten, and Samsung also scored highly on the list.  With a monthly traffic average of 289.33 million visits, Etsy statistics had even top sellers jealous, contributing greatly to the platform’s huge revenue increase during that year. In 2020, Etsy generated $1.7 billion in total revenue. (Statista) The revenue of the online marketplace amounted to $1.7 billion in 2020, which represents a surge of more than 100 percent compared to the year before. Etsy had a market capitalization of $7.46 billion in 2019, just seven years after its official launch. According to industry experts, marketplace revenues (including sales listing and transaction fees), third-party payment processor fees, and seller service revenues are the company's main revenue streams.  Etsy’s annual net income in 2021 reached $493 million. (Statista) Looking at the Etsy sales statistics for 2021, there was a massive increase over the $349 million it made in 2020, which itself dwarfed 2019’s $95.89 million. The company is clearly doing something right, and at this rate, the future of eCommerce on the platform is looking very bright. Top sellers on Etsy earn $10,000 per year or more. (The Verge) Amid the many stories from Etsy's sellers regarding their earnings, the conclusion is that the most successful merchants earn $10,000 or more on the platform. Etsy shop statistics vary wildly between the various categories on the site, though. According to some top sellers, they get charged a flat 12% advertising fee that they cannot opt out of. This fee is 15% for other sellers, but that charge is optional.
By Danica Djokic · April 19,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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