Customer outreach on social media will surge during the holiday season

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This aligns with a broader trend of increasing influencer impact—our 2024 Influencer Marketing Report found that 86% of consumers surveyed make a purchase inspired by an influencer at least once a year.

To stay relevant during the holiday season, customer service must prioritize social media, meeting shoppers at the heart of their gift search. Outfitting your team with the training and customer care social media tools they need boosts customer satisfaction by resolving issues where they’re most active.


Research shows that brands will experience an uptick in social customer care romania mobile database requests throughout the holidays. Knowing where and how those messages will come in is critical to your seasonal success.

Social users who contact brands on social media overwhelmingly prefer direct messaging. Other popular methods of outreach include posting comments or tagging a company publicly.

A chart displaying preferred ways to contact brands during the holiday season, with direct messaging leading at 70%, followed by post comments at 39%, tagging a brand publicly at 30%, and story replies at 22%.
Having visibility and access to social is crucial for delivering strong customer service. If customer care teams are only reviewing and responding to email, phone and web form requests, they’re not getting the full picture of holiday-time customer service needs.