07/08/2020

Daily Buzz: Improve Your Social Media Response Time

Provide timely customer service to build your brand

When it comes to effective social media management, it’s not just what you say—it’s when you say it. Many brands are not responding to their mentions and messages quickly enough, argued Brent Barnhart on the Sprout Social blog.

“Recent research highlights how many brands are dropping the ball when it comes to social responses,” he said. “And this spells opportunity for businesses that are able to get back to their customers ASAP.”

What’s a good response time? According to Sprout Social’s 2020 research, 40 percent of consumers expect brands to respond within the first hour of reaching out on social media, while 79 percent expect a response in the first 24 hours.

“The takeaway from this data? Simply offering support via social isn’t enough anymore: brands need to mind their speed when it comes to responding to customers,” Barnhart said.

Quick responses will turn social media followers into loyal customers.

There are a few strategies to improve your response time. One way is to merge all of your social accounts into a single platform where you can manage messages and notifications, instead of wasting time navigating many different pages.

Are you seeing the same questions over and over? Use chatbots to automatically answer those questions and route users to the right support channels.

Please select this link to read the original article from Associations Now.