Customer Service via Facebook: Benchmarks and Trends  ## Metadata - Author: [[MarketingProfs]] - Full Title: Customer Service via Facebook: Benchmarks and Trends - Category: #articles - Summary: Brands responded to 67% of the questions posted to their Facebook Pages by consumers in the second quarter of 2014, according to a recent report from Socialbakers. - URL: http://www.marketingprofs.com/charts/2014/25794/customer-service-via-facebook-benchmarks-and-trends Brands responded to 67% of the questions posted to their Facebook Pages by consumers in the second quarter of 2014, [according to](https://www.socialbakers.com/blog/2220-socially-devoted-q2-facebook-is-the-platform-for-social-customer-care) a recent report from [Socialbakers](https://www.socialbakers.com/). However, 87% of the brands examined in 2Q14 had their Walls closed to comments, up 2% from 1Q14, indicating that many companies still remain wary of providing customer service via Facebook. Below, key findings from [the report](https://www.socialbakers.com/blog/2220-socially-devoted-q2-facebook-is-the-platform-for-social-customer-care), which was based on 2Q14 data from 54,000 Facebook Pages belonging to brands from around the world. **Question Volume** * Users posted more than 1.5 million questions in 2Q14 to the brand Pages examined; of those, more than 500,000 questions were left answered. * Telecom companies received 431,00 questions from consumers via Facebook in the second quarter, nearly three times as many as any other industry. , Customer Service via Facebook: Benchmarks and Trends, MarketingProfs, 01gnmd0fwwbcazmetj3spgh0bv.