How to Respond to Your Customers on Social Media Quickly

over 2 years ago - Direct link

How to Respond to Your Customers on Social Media Quickly

When you ask a brand a question on social media, how quickly do you hope they will respond?

According to a research of 1,000 American consumers, 85 percent expect an answer on Facebook within six hours. (Fun fact: To earn the Very Responsive badge for your Facebook Page, you need to respond to 90 percent of the messages you receive and to respond within 15 minutes or less.)

On Twitter, the expectation is even higher. Sixty-four percent of the respondents demand an answer within 60 minutes.

Now, flipping that around, how quickly does your brand respond to your customers’ questions on social media?

We understand that it’s not easy to get back to customers quickly, especially when you have many customers (a happy problem!) In January this year, we were able to get our response time on social media down to about five hours on average. It’s not great yet, and we are constantly working on it.

Here are some of the strategies that we have found helpful:

1. Gather all the questions on social media into one place

For a small business, it’s common for the social media manager or customer service representative to regularly check their Facebook, Instagram, and Twitter accounts and respond to any questions their audience have.

As the business grows, it will likely receive more questions on social media. It becomes much harder to keep track of the messages that need a response, especially if you are just relying on the notifications. The business might hire a few ...


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Retail Multichannel Customer Experience Study Infographic


https://buffer.com/reply/?utm_source=library-post&utm_medium=library&utm_campaign=customer-service-response-time


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