How important is customer service via social media? According to J.D. Power, 67% of consumers have used a company’s social media channel for customer service. And when they do, they expect a fast response. Research cited by Jay Baer tells us that 42% of consumers expect a response with 60 minutes.Not surprisingly, this tweet went viral, with 16,000+ retweets and 12,000+ likes. Because someone was monitoring Waterstones Twitter account, they were able to tweet 80 minutes later that they had freed their previously captive customer. Imagine how this could have turned out, if Waterstones customer service had stopped listening for the day.
- Responding to customers comments and complaints on social media is a important step to staying in touch.
- Having a active social media presence will keep you relevant in your customers minds.
- Responding in a short amount of time to comments on social media shows them that you care and are paying attention.
“The takeaway is simple: make sure you have time every day to check your social media platforms for comments or messages.”