It seems customers are getting more demanding when it comes to customer service on social media sites.
The infographic below, created by Hubshout, illustrates the necessity of incorporating customer service into social media sites.
Whether your company implements this into your strategy or not, customers are expecting it, and are setting the bar high for their expectations.
Some key highlights from the infographic:
1. 42% of consumers expect a response on social media within ONE HOUR, while 32% expect a response within 30 minutes. That's pretty tough - talk about immediate gratification!
2. Consumers don't care if it's a Monday or Saturday when it comes to response time - more than half (57%) expect the same response time during the weekend as they do during the week.
3. Only 38% state they have a negative perception of the company if they don't get a response via social media, while 40% who don't get a response end up calling the company. I'm surprised it's only 38% given that such a high number of respondents expect a response, especially in such a short time frame.
While expectations are high, it appears that it doesn't impact their overall perception of a company if they don't get that quick response after all.
The overall findings are a bit varied, and it seems that consumers know what they want and know what they expect from brands, but are okay if they don't get it. Seem a bit confusing? While it's true more brands are taking customer service to social media sites, this still seems to be a developing trend, and the results may indicate that consumers are trying to define the guidelines for this customer service/social media relationship.
They know what they want and what they expect, but realize that we're not quite there yet.
It'd be interesting to revisit this study a year from now to see how the numbers change. Incorporating customer service into your social media strategy is quickly becoming a necessity in business, there's no doubt about that.
How it will progress over 2014 and how it affects brand perception will be a focus for the year.