The New Wave of Customer Service in Social Media: How Quickly do Customers Expect a Response?

In the era of consumerism, clients tend to demand more from businesses when it comes to the quality of products and customer service.

If we want to grow our business successfully, it’s time to begin to interact with customers using social media platforms such as Instagram, Facebook, LinkedIn, and more.

Telephones, letters, and other means of traditional forms of communication gradually lost their potential in the world of fast growing technology.

Keep reading to find out more about the demands of modern clients!

What are the customer’s expectations?

First, according to 2020 Sprout Social Index:

• Over 75% of the consumers expect a response in 24 hours.
• Over 35% of the respondents seek a response within 1 hour.

To put it another way, a greater number of customers expect a same-day response from customer service. In order to meet the needs of all the clients, rapid and efficient customer care becomes a necessity of every profitable brand.

Aspiring businesses need to be present on several social media platforms to make the customer service experience as comfortable and available as possible. The top 3 most popular social media sites for a company’s presence are considered to be: Facebook, Twitter, and Instagram.

Showing constant attention, as well as effective interaction with customers, may positively influence a brand’s popularity. Answering service cost and plans, there are many ways for business owners to assure clients with proper customer care amongst different social media channels.

Why Does Social Media Response Time Matter?

Social media gives a feeling of constant presence and availability, which results in customers demanding quick responses.

Speeding up the customer service process can result in attracting loyal clients.  As more and more users rely on customer’s care available on various social media platforms it becomes a crucial factor in building the client’s trust.

What is an Average Response Time on Different Social Media Platforms?

To understand the specification of certain social media sites in terms of customer care better, take a look below.

TWITTER

Twitter is considered as a less formal and more “instant” type of platform as opposed to Facebook. That is why communication using this medium is much more rapid as you are expected to read and reply to other people’s tweets immediately.

According to some reports the average response time from any company’s account on Twitter takes one day, seven hours and 12 minutes.

Besides two different styles of previously mentioned platforms, there is still a common denominator between those  social media platforms. Brands do not answer fast enough. Even though 64% of clients on Twitter demand a response from companies within one hour.

Facebook

This platform is mainly perceived as more user-oriented. Posts are usually published less frequently by average users. That provides a large scope for the company’s activities and customers to express their opinions and stories.

According to some studies, the average response time for brands using Facebook takes about one day, three hours, and 47 minutes. But still, 85% of customers on Facebook demand an answer from companies in less than six hours.

Facebook measures how responsive your brand’s profile is. So how does this platform calculate your response rate? It’s really simple. It fully depends on the percentage of messages answered and how long did it take you to respond.

A good response rate can make your company’s profile more likely to earn

‘Very Responsive to Messages’ badge. This positive implication may assure users about the high standards of your brand by putting customers first.

Various forms of live chats

This form of communication provides a client as well as a brand with privacy. So that suggesting a client some solutions may not be judged by other users.

It’s crucial to mention that live chats can be used not only on the company’s website but also on other social media platforms such as: Instagram, Facebook, Twitter.

Summing up

Improving customer service by responding to live chats as fast as possible or “being present” on different social media channels will surely help the brand gain trust.

Huge successful brands around the globe like: Coca-Cola, Nike or Tesco have proven to us how building engaging systems on different social media platforms will be an integral part of every worldwide brand.