You know that you need to speeds things up in terms of responses. 6 ways to speed up your social media response time As noted earlier, this spells opportunity for companies who can meet (and exceed!) social media response expectations and connect to customers faster. Poor customer service costs businesses up to $75 billion in the United States alone. If a brand fails to respond or leaves a bad taste in your mouth, chances are there’s a competitor that’s just a Tweet or DM away. Piggybacking on the previous point, having a fast social media response time means keeping customers from bouncing to competitors. Speedy customer service gives you a competitive advantageĪccording to recent Sprout Index data, 30% of consumers will buy from a competitor instead of responses from their desired brand is too slow. Peek the timestamp(s) on this support Tweet for reference. Known for their die-hard fanbase, the brand makes a point to rapidly respond to customer concerns via social. This rings true on social media as well.Īnd if you’re wondering if such speedy responses are possible, look no further than brands such as Glossier. Repeat customers and brand advocates aren’t a “sure thing” if you aren’t consistent and attentive with your customer care. Recent research from Gartner notes that customers are significantly more likely to stick with a brand long-term when their service expectations are met. In short, your social media response time goes hand in hand with customer loyalty. Quick responses result in more loyal customers This is exactly why we’re seeing more support-specific accounts emerge (particularly via Twitter customer service).Īlthough phone and email might be seen as “priority” channels, the boom of social questions isn’t going away. More questions and support tickets at large means more folks turning to social media for answers. Quicker than email and avoiding the potentially awkward back-and-forth of a phone call, there are plenty of reasons why consumers prefer social media as a support channel. More and more customers rely on social for supportĪccording to recent data from Intercom, nearly half of support teams have cited a 51% increase in inbound volume in the wake of COVID-19.Īnd you better believe that social media is part of that equation. There are bigger implications for increasing your average response time other than providing “good” customer service via social, though.īelow are some data-driven reasons why brands need to prioritize social media as a support channel. Nobody wants to purposely ignore their customers. The need to respond to social queries is a no-brainer. Why social media response time matters so much The takeaway from this data? Simply offering support via social isn’t enough anymore: brands need to mind their speed when it comes to responding to customers. They’re struggling to respond, like, at all. However, note that many brands aren’t just struggling to respond in a timely manner. In other words, the majority of customers expect a same-day response from brands on social media. From the 2022 Sprout Social Index™:ġ3% of US consumers expect brands to respond within the first hour of reaching out on social media, while 76% expect a response in the first 24 hours. What’s considered an average response time on social media?įor starters, let’s look at what customers expect in terms of response time. In this guide, we’ll break down what customers expect in terms of your social media response time and how to speed yours up. If you’re not sure if you’re responding quickly enough on social media, we’ve got you covered. The reality, though? Recent research highlights how many brands are dropping the ball when it comes to social responses.Īnd this spells opportunity for businesses that are able to get back to their customers ASAP. Sure, we obviously want to get around to our mentions and messages as soon as they roll in. Are you responding quickly enough to your customers on social media?
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