Quick responses result in more loyal customers
Posted: Tue Jan 21, 2025 10:20 am
Quicker than email and void of tiresome back-and-forth customer service phone conversations, social provides consumers with 24/7 access to brands at the touch of a finger.
A 2023 PWC survey showed 61% of executives believe enhancing customer service is a high priority to encourage brand loyalty. Another 61% say so is personalizing customer experience (61%). This comes as no surprise, as 32% of consumers shared they stopped using or buying from a business after a bad experience with customer service.
Repeat customers and brand advocates aren’t a “sure thing” i ireland b2b leads f you aren’t consistent and attentive with your customer care. And with social media at the center of customer service in this age of digital marketing, social media response times have become even more critical.
Brands are recognizing this. Take this response from McDonald’s where their team responded to a customer complaint within 15 minutes.
McDonald’s team responds to a customer complaint within 15 minutes
Speedy customer service gives you a competitive advantage
Prompt social media response time is key to keeping customers from bouncing to competitors. According to a Salesforce report, 89% of consumers are more likely to remain with a brand and make another purchase due to positive customer service.
The good news is, as social media response expectations rise, so do your chances to meet customer expectations and delight them before they look for greener pastures. The next section tells you how you can achieve this with the right strategy and tools.
6 ways to speed up your social media response time
You know you need to speed up customer service response times, but how do you make it happen? Here are six ideas to help you put together a social media response plan that addresses customer concerns ASAP.
A 2023 PWC survey showed 61% of executives believe enhancing customer service is a high priority to encourage brand loyalty. Another 61% say so is personalizing customer experience (61%). This comes as no surprise, as 32% of consumers shared they stopped using or buying from a business after a bad experience with customer service.
Repeat customers and brand advocates aren’t a “sure thing” i ireland b2b leads f you aren’t consistent and attentive with your customer care. And with social media at the center of customer service in this age of digital marketing, social media response times have become even more critical.
Brands are recognizing this. Take this response from McDonald’s where their team responded to a customer complaint within 15 minutes.
McDonald’s team responds to a customer complaint within 15 minutes
Speedy customer service gives you a competitive advantage
Prompt social media response time is key to keeping customers from bouncing to competitors. According to a Salesforce report, 89% of consumers are more likely to remain with a brand and make another purchase due to positive customer service.
The good news is, as social media response expectations rise, so do your chances to meet customer expectations and delight them before they look for greener pastures. The next section tells you how you can achieve this with the right strategy and tools.
6 ways to speed up your social media response time
You know you need to speed up customer service response times, but how do you make it happen? Here are six ideas to help you put together a social media response plan that addresses customer concerns ASAP.