Whether you sell an internet-based service or run a small town, family-owned general store, customer service is everything. A few samples from this collection of quotes published in Forbes drives home the message better than anything I could say to you:
“The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton
“Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards
“The customer’s perception is your reality.” – Kate Zabriskie
My question for you is this: Does your brand genuinely believe in great customer service, or is it an empty mantra? If your social media strategy is heavy on customer service – and I hope it is – then this new infographic from Brickfish is a must-read for your team. A few highlights from the newly compiled data are included below.
9 Facts About Customer Service on Social Media
- 80% of companies think they provide superior customer service on social media.
- But 92% of consumers disagree.
- One of the biggest challenges brands face is keeping up with ever-increasing engagement rates. Social media engagement rates are outpacing actual Facebook and Twitter sign-ups 9:1. Click the link to learn more.
- Brands can only answer 1 out of 5 messages that should receive attention.
- Average response times: Facebook, 15 hours; Twitter, 8 hours. Bad news for brands: users want faster responses…
- 42% of Facebook users expect a response in 60 minutes. 32% expect a response in 30 minutes. But, if brands can keep up, good things will come their way…
- 56% of consumers who interact with a brand feel a stronger connection with the brand.
- 50% of consumers are more likely to buy from a brand they can contact on social media.
- 71% of consumers who receive a quick and effective response are more likely to recommend that brand to others.
Customer Service on Social Media INFOGRAPHIC
Check out the Brickfish infographic for yourself for more great findings…
Please include attribution to brickfish.com with this infographic.
Want to see some model behavior?
Check out this BuzzPlant post from last November, which showcases several brands that are nailing it in the social media / customer service arena. What tips would you give to social media strategists who want to up their customer service game?