Survey: Most Consumers Use Social Media To Contact Brands (And Most Then Make Purchase)

I’ve written plenty about the issues journalists and advertisers have with Facebook, but for marketers, it must feel like a wonderland of opportunity, full of friends with buying benefits.

78% of consumers have used Facebook Messenger, Instagram, or WhatsApp to message a brand, with 82% making a purchase after that communication.

According to data gathered from the 1,000 consumers surveyed in Spectrm’s State of Social Conversational Commerce 2023, customers are “excited and eager to message with brands on the apps where they already spend their time,” according to CEO Max Koziolek.