Customer service is undoubtedly burgeoning via social media channels.
It gives me a thrill to see the great levels of online help being provided on Twitter, Facebook and in other forums by banks, airlines, telecommunication companies and more. These organisations have lauded social media as an integral part of their customer service efforts. In fact, when social media is used to address customer queries, you have the chance to help hundreds or thousands of others at once, rather than the traditional one-on-one service offered by telephone and email.
When you use social media to serve customers and interact with the general public, one very important question arises: how long should it take for you to respond?
I was interested to see Kissmetrics develop an infographic capturing research on this very topic. You can see that infographic below:
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Source: Why do Companies with Great Customer Service Succeed?
With any organisation, customer service response times may differ. We also see some organisations outline their approach – eg, they will tell Twitter or Facebook audiences that they only respond between 9am and 5pm Monday to Fridays.
I know I’ve occasionally been disappointed to wait for several days to get a response from some brands online in particular when they’re larger brands with a dedicated social media team. Yet can we realistically expect a quick, 24/7 service? Is it asking too much?
We all have different expectations. What are yours?