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32% of users who contact a brand expect a social media customer service response within 30 minutes, and 42% expect a response within 60 minutes.
These are not just some numbers out of the blue, but are the result of research conducted by Convince & Convert in which 690 individuals, out of a sample of over 3,000 American social media users, reached out to a company for support via social Huh.
When you expect the same response time at 57 percent nights and weekends, the statistics become even more interesting. Sounds crazy, doesn’t it?
But then, when you think about how much social media has revolutionized customer service, it makes more and more sense. In pre-social media days you would contact different customer service departments by e-mail, phone call or simply to encounter conversations in the stores from which you purchased your item.
We cannot deny this is quite different these days.
Whenever you want to get in touch with a business purchased from a business or service, you will be able to reach them through social media, whether it is Facebook, Twitter, Instagram, or any other social network. This is because we believe that they are online all the time and it seems immediately clear to us. This is not always the case, however.
I don’t call the names of different brands, but I’ve seen instances when some customer service requests were ignored for days. I can’t stress enough how bad this practice is, and I have some more stats to back it up.
In its report Conversational, the definitive guide to social, mobile customer service claims that 88 percent of consumers are less likely to purchase from a company that leaves the question on social media.
On the other hand, I’m pretty sure I know what could be the reason that some brands don’t involve people looking for social media customer service. In another Conversational report I claimed that only 3% of the tweets tagged the brand the customer was helping. This means that 97% of users mentioned brands without using their Twitter handle. The research is based on an analysis of 11,723 tweets on Costco, Kröger, Safeway and Walgren over a 24-hour period.
Nevertheless, we cannot blame consumers for not using the Twitter handles of brands they are not paying enough attention to to their customers and potential customers.
This is where some of the best social media customer service practices come into play.
Media ranked first on the surveillance list.
When I look in my project’s settings for Brand24 mentions, I not only monitor “@ brand24”, “Brand24”, but also see “Brand24”, so I won’t let any mentions slip . Here’s the latest example: An example of tweet social media customer service should be noted.
It is not that Suze is looking for our help, but it is still important to attach such mentions. I probably would have missed it if it wasn’t for monitoring various variations of the keyword “Brand24”. Seems tedious and that is why it is the most productive to use a media monitoring tool out of all those available on the market.
You also have to adapt to the voice of your customers. If a customer is going crazy about something that has happened to her, then run it lightly and try to avoid jokingly solving her problems. They may feel that you are not taking their concerns seriously and this will make matters worse.
Often, the reason for their pain may be instead of your mistakes.
Even in such situations, it is a good idea to accept that they are going through the problems they are having and tell them that you are sorry that they have found themselves in a problematic situation.
On top of that, we firmly believe that honesty is the best policy. Do not try to do something that you know you will not be able to deliver. An example of social media customer service engagement on Twitter
If you do not know how long it is going to take you to fix something for your customers, tell them that you will get in touch with someone more knowledgeable in a given topic and have some more details as soon as you get back to them. .