Has your company got what it takes to do social media well?
Whilst many companies believe they do a good job of managing their social media presence, 92% of consumers disagree. With 80% of enquiries going unanswered some brands are not living up to customer expectation.
Just Being There Is Not Enough
To just have a presence on Twitter or Facebook is not good enough, your business to be committed to taking part in the conversation. That means being ready to reply to questions when they get asked, regardless of the channel your customer chooses to use.
Monitor The Social Web
Tools like Hootsuite can help companies keep track of mentions of, and conversation about, their brand in the social space. Taking in to account that not all consumers may be familiar with how each platform works and how they should use it.
In this case it is up to the individual business to monitor social media and be ready to respond. Look for misspellings too, not just mentions of your username or direct messages.
Stay Ahead Of The Competition
Being able to give a rapid response can put you ahead of your competitors. As the average response time for companies is 15 hours on Facebook and nearly 8 hours on Twitter. Compare this with 42% of people expecting a response within 60 minutes!
With 71% of people who do receive a quick and effective response more likely to recommend you, it can be well worth the effort.
If you need help delivering effective customer service on social media we can help call +44 (0)1379 330330
Infographic: Why the smartest brands race to respond to their consumers on social media by Brickfish