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Sign into your account5 Ways Rapid Social Media Responses Will Revolutionize Your Business (#2 Is Astounding)
November 08 2014
If you want to attract new customers and retain old ones, you must provide excellent customer service. Now that 90% of home searches begin online and Internet users spend three times more time on Facebook than on any other site, social media needs to be part of your customer service strategy. More specifically, it is imperative that you rapidly and consistently respond to questions and comments on social media.
Here's why rapid social media response times are too important to ignore:
1. Consumers Expect Speedy Responses
Research on consumer behaviour shows that your clients expect rapid responses to their questions on social media. A study conducted by The Social Habit found that 42% of customers expect answers to questions asked on social media within an hour. Furthermore, only 33% of customers are prepared to wait more than 24 hours for a response. Rapidly responding to comments on social media is therefore a must. However, according to research from Statmetrix and the CMO Council, "58% of businesses ignore feedback provided on social media." If you want a competitive advantage when it comes to customer service, you need to provide rapid responses on social media.