As of 2019, consumer data gathered from popular platforms such as Facebook, Twitter and Instagram are most enriching to drive brand research and development.
And according to social traffic data-
•Facebook has 1.62 Million daily active users_ Facebook 2019
•More than 500 Million people use Instagram daily _Facebook 2019
•Twitter has 134 Million daily active users_ Twitter 2019
So here’s a viable situation-
At least 1 out of 3 comments on brand posts are customer complaints, and out of all, 1/3rd of them are never resolved.
Social Media has become a part of not every day but an individual’s hourly life. And being an increasingly faster and efficient resource, brand approachability fails when such queries and complaints are unattended to.