Good brands are on social media to promote their products and services. Great brands are on social media to do that, and take care of their customers. Let us take through the importance of customer relationship on social media.
Also Read: 7 Ways To Shape Happy and Engaged Customers on Social Media [infographic]
Retaining a customer costs 7 times less than gaining a new one. So you get how important it is for a company to keep its customers satisfied.
And it is all happening on social media now. Unhappy customers take it to Facebook or Twitter almost as soon as their bad experience took place. Others will post questions or ask for information about your product. What they all have in common is that they always expect a response from the company, and they want a fast one!
The good point is that 82% of companies believe that they provide great customer service on social media. Unfortunately, 92% of customers disagree.
The following infographic from Brickfish takes a look at the situation and tries to explain why there is such a gap.
Key Points To Remember
- – On average, brands only answer 20% of the messages that require a response
- – It usually take brands 15 hours to respond to a customer on Facebook
- – It usually take brands almost 8 hours to respond to a customer on Twitter
- – Most customers expect an answer to their problem within the same day
- – Although 1 out of 3 customers expects and answer within 30 minutes!
Overall it is clear that the faster and better a response is from a brand, the more likely the customer is to keep interacting, buying and recommending the brand to others.
Here is the full infographic “Why the smartest brands race to respond to customers on social” brought to us by Brickfish:
Are you now convinced about the importance of answering to your customers on social media?
Related Stories:
- The Top 10 Brands on Twitter for Customer Service
- 3 Tips to Win New Customers With LinkedIn
- The Keep Cool Guide To Handle Negative Comments on Social Media
You might also like
More from Experts Talk
Does Custom Alt Text Improve Reach On Instagram?
In this month's experiment, we set out to find out whether adding custom alt text on Instagram posts improves reach.
Does Cross-Posting YouTube Links On Other Platforms Result In Lower Reach?
In this month’s social media experiment, we set out to find out whether posting YouTube links on other platforms results …
Do LinkedIn Pods Work? Performance Insights And Key Learnings
In this month’s social media experiment, we set out to find out what LinkedIn pods are and whether they actually …
Instagram Reels: Do Longer Captions Lead To More Engagement?
Do longer Instagram Reels captions generate more engagement? Amanda Wood, Senior Social Marketing Manager at Hootsuite, and her team find …
Does Boosting Instagram Posts Increase Profile Reach And Engagement?
Does boosting your Instagram posts lead to increased profile reach and engagement? This month, Amanda Wood, Senior Social Marketing Manager …
TikTok’s 7-Second Challenge: Performance Insights And Key Learnings
Does TikTok’s 7-second challenge generate more engagement? Hootsuite's Senior Social Marketing Manager and her team seek the answer.
How Do Link Stickers In Instagram Stories Affect Engagement?
How Do Link Stickers In Instagram Stories Affect Engagement? Hootsuite's Senior Social Marketing Manager, Amanda Wood, and her team seek …
What Is The Best Time To Post On Instagram?
What's the best time to post on Instagram? Hootsuite's Senior Social Marketing Manager, Amanda Wood, and her team seek the …
Shutterstock Reveals Key Color Trends 2022
Shutterstock's Color Trends for 2022 sheds light on global preferences to help marketers catch viewers' attention and align brand messages …
