How fast should Business respond to social media.

Social media response time is critical.

When it comes to social media, most businesses stick to the tried-and-true method of communicating their messages to the general public. They have a hard time responding in a timely manner, and many don’t react at all.

This carelessness can easily result in a loss of consumer loyalty and revenue.

Are you reacting to your clients on social media soon enough?

Consider going to a store that sells your favorite shoe brand; you’re ready to buy, but you have a question. Your question is directed to the front desk, but no one responds.

And you’ll have to wait hours, if not days, for a response. Isn’t it both aggravating and unbelievable? And there’s a good probability you won’t make that buy.

This is how your followers or customers feel when they submit a comment on one of your social media pages and don’t receive a response.

So why are we assuming that response times on social media are different?

The bulk of your consumers will have inquiries about your products at some point. They occasionally have a complaint about poor service or a product.

They also enjoy hearing that you, as a brand, value them enough to choose you over your competition.

If your company has a social media presence, you are likely to get queries and complaints from clients on a regular basis.

Customers are increasingly turning to social media for customer service, and they are expecting for pleasant experiences such as satisfactory answers to their questions, quick responses, and appreciation.

Customers not only want accurate and helpful social customer service across a multitude of social media channels, but they also expect it to be lightning fast! But how quickly?

How quickly should you respond?

According to one survey, 42% of customers expect a less than 60-minute response time for answers to their queries.

Speed is of the essence.

Although this survey does not describe differences in reaction time expectations across social media networks, other sources have reported on how they differ.

According to research, consumers who contact a brand via Twitter for customer support expect a far faster, virtually instantaneous response than those who contact a brand via Facebook.

When a customer tweets a complaint, an astonishing number of customers expect a response in less than an hour.

Whether or not your business page responds to its customers’ inquiries, your customers will recall whether they received a quick response, or not. As a result, in order to strengthen your relationship with your customers, you must respond quickly (if possible).

Fast responses to your customers’ questions on any platform provide a valuable opportunity to convert new buyers into long-term, loyal customers, generate additional sales and brand recommendations, and demonstrate that your brand is there to meet the needs of its customers, regardless of how they contact it.

If you fail to respond quickly.

If you don’t respond to an irate consumer on social media in a timely manner, chances are a competition is watching you.

When faced with poor customer service, 39% of respondents said they would never use the offending firm again, while 37% said they would switch providers.

Customer service on social media can help a company stand out from the competition.

“In the United States alone, poor customer service costs firms up to $75 billion.”

A proactive customer service plan can help you engage with your consumers more quickly and even help you acquire new ones.

Reduce the churn rate.

Customer acquisition prices are skyrocketing, and you can’t afford to lose any of your current consumers.”

Customers are more likely to continue with a brand for a long time if their service expectations are met, according to a recent Gartner survey.

“Your social media response time to irate and disgruntled customers can determine whether they stick with your company.

Use a Dashboard for Social Media

It’s a given that as a business, you’ll need to stay active on several networks and manage multiple profiles.

You must react to messages, comments, queries, reviews, mentions, and a variety of other things on a daily basis.

You can’t afford to spend too much time signing in and out of native platforms if you want to be quick.

I propose adopting a unified communication platform like Statusbrew’s Engage Inbox, which allows you to keep track of your discussions across Twitter, Facebook, Instagram, LinkedIn, YouTube, and Google. All your social responses from one dashboard.

Dashboard for Social Media

It’s a given that as a business, you’ll need to stay active on several networks and manage multiple profiles.

You must react to messages, comments, queries, reviews, mentions, and a variety of other things on a daily basis.

You can’t afford to spend too much time signing in and out of native platforms if you want to be quick.

Automate your inbox.

Inbox automation can make it much easier to manage inbound conversations. To manage general requests automatically, you can use features like comment filtering, private auto-replies, and so on.

If you utilize Statusbrew, you can use the Rule Engine to automatically manage your conversations based on the rules you establish, and combat spam and trolls before they can destroy your brand’s reputation.

Set a rule to hide all comments on your ad posts that contain spammy links, or build a rule to allocate conversations about discounts to a team member who manages sales for your company.

And more.

 

In Conclusion.

You can dramatically enhance your social media response time without sacrificing personalization by following the guidelines above and using a social media management platform like Statusbrew. Click below to find out more..

My name is Stephen and I try to find tools that help the on line marketer.

Finally, I’d like to know how quickly you respond on social media. Please tell us in the comments section below.

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4 thoughts on “How fast should Business respond to social media.”

  1. Hi Stephen. Thank you for very interesting article. I started my own online business recently but I already learnt that social media are key to success.  Yet I wasn’t fully aware that fast answer is so critical. This is extremely useful and for sure I will need to take it under consideration. And Statusbrew platform seems as a great tool to make it easier and more organized. Looking forward to test it in practice.

    Reply
    • I know we are all busy and sometimes can not answer as quickly as we would like to. But it is good to know the expectations of our potential clients. Imagine if you had a question in a shop and had to wait a day for an answer, you would walk out.

      Cheers

      Stephen

      Reply
  2. Statusbrew looks like a necessary tool for businesses which do marketing on multiple social media sites. It makes it easier to keep track of what’s going on on their social media, and makes it much easier to give a fast response to enquiries. Statusbrew also saves money, as it’s cheaper to use than it would be to hire an employee to handle their social media.

    Reply

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