How important is real-time for providing social media customer service?

Social media can be leveraged to increase brand awareness, listen to customers and market your products or services. Social media must be made a part of your customer service strategy. Customers are speaking about your brand right now through public posts or tweets.rnUnlike other channels of communication with a brand, customers expect 24/7 response through social media. Responding to any and all customer messages is, thus, a necessity. Studies show that about 40% of consumers expect a brand to respond within 60 minutes of contact through social media. So what happens when customers face poor response time? Just like with any negative brand experience, customers will tell friends and family about the unresponsive social media page, use other channels to address their concern, time to another brand, complain about this experience, lose trust in the brand, etc. Phones continue to be a popular channel of communication. This is why inbound call centre services or call centre outsourcing services companies continue to be relevant today. Customers want the human touch, especially when it comes to complex issues. Although many brands are using social media for customer service, most of them are not using it the right way. Most brands respond to customers within 10 hours on an average. Studies show that customers expect a response at least within 4 hours. It is important to respond to all kinds of social media interaction within a reasonable period of time. Inquiries, feedback, praise and complaints need to be dealt with as soon as possible without letting it hang their unattended. When you respond to customers’ messages promptly, you cultivate a positive brand image. Social media is a great way to get feedback. It can help you improve your product or service or website. If they are asking you several technical questions via your social media handle, you can take that as an indication that your knowledge base or FAQ page needs to be updated with that information. You can implement valuable suggestions or make improvements to your product or service or fix a negative experience and ensure it doesn’t repeat. All this can happen instantaneously over social media. You can use social media as a continuous improvement tool and extend excellent customer service. Both negative and positive feedback needs to be acted upon. Customers will appreciate the transparency that shows through when brands respond to all messages. rnResponse time is an important metric and if leveraged the right way, social media customer service can boost your brand image and customer satisfaction. Phykon is always for you regarding inbound call centre services and call centre outsourcing services. For more information visit www.phykon.com or visit https://phykon.com/sydney/inbound-call-center-services-sydney.htmlrn