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
The Top 5 Stories On Social Media This Week
A new musical could soon come to life on TikTok, WhatsApp users are flocking to Signal and Fiverr will run …
The Top 5 Stories On Social Media This Week
Save the date, Twitter is bringing back verification this January. Oh, and it shut own Periscope too. How was your …
3 Courses To Help You Create Better Video Content For Your Ads
Here are three free Facebook Blueprint courses to help you take your content to the next level.
The Top 5 Stories On Social Media This Week
Tamagotchi never dies, 2020 in one word and a new test for 3-way live streams on Instagram. How was your …
The Top 5 Stories On Social Media This Week
Twitter does Twitter best, Salesforce bought Slack and Apple could be working on a matte black MacBook. Are you ready?
Finding Your Way Forward: Five Key Social Trends for 2021
Henk Campher, VP of Corporate Marketing and Head of Social Impact at Hootsuite, looks at five important social trends that …
Hootsuite CTO Ryan Donovan’s 2021 Social Media Predictions
In this article, Hootsuite CTO Ryan Donovan discusses advancements in social commerce, the growing privacy battle, and more 2021 social …
3 Courses To Help You Get Started With Facebook And Instagram Insights
Here are three Facebook Blueprint courses to help you get useful information from insights on how your business is performing …