Typically, most companies use social media to talk about their latest products, tweet links to deals and occasionally forward issues to their technical teams, sales departments and even more rarely to the top management of the company.
Unfortunately, things now a days have changed during the rapid growth of social media platforms and the social media mobility of people.
The following stats depict exactly how people are acting in social media today and therefore why integration of customer service function with social media is not a must but a necessity today.
- 57% of customers think that a brand’s customer service response time should be the same on the weekdays and weekends.
- 32% of customers said that they expect a response from a brand within 30 minutes.
- 53% of people who engage with a brand on Twitter expect a response in 1 hour or less.
- 72% of customers said that they expect a response from a brand within an hour if they have a question or complaint.
- 38% of people reported having negative sentiments towards a brand who didn’t give them a timely response to their customer service issue on social media.
- 40% of customers who weren’t able to get their issue resolved ended up calling the company.
- 36% of customers said that they were able to get their issue resolved quickly.
- 62% of brands are replying to questions and comments on social media in 2013 opposed to 30% in 2012.
- 24 hours was the average Facebook response time of the Top 100 U.S. Retailers.
- 11 hours and 15 minutes was the average Twitter response time of the Top 100 U.S. Retailers.