Aug 24

Clients Expect Social Media Responses Within 1 Hour

Clients Expect Social Media Responses Within 1 Hour

 

Clients Expect Social Media Responses Within 1 Hour

Clients Expect Social Media Responses Within 1 Hour

 

If customers contact you via your social media channels, they expect to get a response immediately. In fact, 53 percent of customers who tweet a brand expect a response within an hour. If their tweet references a problem, 72 percent then say they expect a response within an hour, according to a study by Millward Brown Digital, a market research firm.

However, for most brands, the average response time on Twitter is at least more than four hours. Some companies fail to respond at all.

Customers who fail to get a prompt response get mad and say they feel ignored. As such, 60 percent say if it’s a problem they were communicating about in the first place that doesn’t get a quick response, they’ll share their displeasure.

“Before long, brands can have a PR disaster on their hands,” according to a Forbes.com article detailing the study. “Most brands have seen – or even experienced – the potential harm of being late on social media.” When that happens, what should you do to resolve negative comments on social media?

Source: “How Timely Social Media Can Keep Your Customers Happy,” Forbes.com (Aug. 22, 2016)

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