The Impact of Social Media on Customer Service | Social Media Today
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Posted by: Ellen Gipko

You Have a Failing Grade on Social Media Response Time [INFOGRAPHIC]

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Many (most?) users of social media love to express their experiences, thoughts and opinions, often to a point of "oversharing." Who hasn't seen a comment posted on a brand's social media page where a customer talks about an experience with a product that's a little too personal?

Peruse the Charmin® Toilet Paper facebook page and you'll see what I mean. 

When a customer or any random person posts a question, complaint or any type of comment on a company's Facebook page, that individual has put him or herself out there and is undoubtedly watching and waiting for a response. A company that doesn't respond at all looks really bad, as if no one at the company cares. Those businesses need to hire a social media manager or give it up altogether. A social media page without a dedicated attendant is a very sad state of affairs.

An individual who posts a comment on a brand’s social media page expects a response...not tomorrow, not later today, but pretty much RIGHT NOW. The numbers in this infographic tell the story.


Infographic: You Have a Failing Grade on Social Media Response Time [INFOGRAPHIC]
Infographic by HubShout
Submitted by Ellen Gipko


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January 31, 2014

David Crist says:

Crazy how fast social media has grown into the customer service/PR face of businesses. 

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January 30, 2014

Chris Wibbe says:

Who does your infographics? 

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January 30, 2014

Scott Camp says:

I think it's up to the company to set and manage expectations regarding their social media offering. I wonder how many of the complaints were due to a company setting the expectation too high and falling short.

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January 30, 2014

Matthew Beaulieu says:

A one hour response time can oten be a high bar for many small business. I think the lesson here is to make sure your smart phone is set up properly

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January 30, 2014

Charlie Hayward says:
I wonder how you could possibly meet expectations if you're running a company of only a few people. It's clearly important to respond to customers, potential or current, in a timely manner, but if it means having to hire someone to see to social media, I wonder if the benefits really outweigh the financial drawbacks.

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February 3, 2014

RayJ Freelance says:

Charlie, you bring up an excellent point.  Responding within those shocking expectations can be tough for the small business.  And you do have to weigh the costs and benefits of choosing how to allocate time/resources to monitoring your social channels.  Luckily, you can set up your social accounts to alert you when someone contacts you, posts on your page, @mentions you in a tweet, etc.  So you can see that via your mobile.  But then you have to decide how, when and if to respond.  And it is ultimately your business, so if you decide that you have a policy about giving your employees (and yourself) good home/work balance, stick to it and communicate that to your customers.  

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