Why you need to speed up your social media response time and how

Описание: Are you responding quickly enough to your customers on social media?
Sure, we obviously want to get around to our mentions and messages as soon as they roll in.
The reality, though? Recent research highlights how many brands are dropping the ball when it comes to social responses.
And this spells opportunity for businesses that are able to get back to their customers ASAP.
If you’re not sure if you’re responding quickly enough on social media, we’ve got you covered.
In this video, we’ll break down what customers expect in terms of your social media response time and how to speed yours up.

I am Raj Pavi, creator of AI Insider, an AI powered SEO Tool which we use inhouse to outrank any of your competition. If you have any digital marketing assistance, please dont hesitate to contact us. Our site is www.DCDigitlas.com

If you are new here, please consider subscribing.

What’s considered an average response time on social media?
For starters, let’s look at what customers expect in terms of response time. Here’s some fresh data based on the 2020 Sprout Social Index:
40% of consumers expect brands to respond within the first hour of reaching out on social media, while 79% expect a response in the first 24 hours.
In other words, the majority of customers expect a same-day response from brands on social media.
However, note that many brands aren’t just struggling to respond in a timely manner. They’re struggling to respond, like, at all.
Here’s a snapshot of our industry-specific data is it pertains to social media responses:
Average brand response rates by industry reveal that legal and real estate businesses have the highest average response rate (29%) while sports have the lowest (7%).
What’s considered an average response time on social media?
For starters, let’s look at what customers expect in terms of response time. Here’s some fresh data based on the 2020 Sprout Social Index:
40% of consumers expect brands to respond within the first hour of reaching out on social media, while 79% expect a response in the first 24 hours.
In other words, the majority of customers expect a same-day response from brands on social media.
However, note that many brands aren’t just struggling to respond in a timely manner. They’re struggling to respond, like, at all.
Here’s a snapshot of our industry-specific data is it pertains to social media responses:
Average brand response rates by industry reveal that legal and real estate businesses have the highest average response rate (29%) while sports have the lowest (7%).

Although phone and email might be seen as “priority” channels, the boom of social questions isn’t going away. If anything it’s poised to spike.
Quick responses result in more loyal customers
In short, your social media response time goes hand in hand with customer loyalty.
Recent research from Gartner notes that customers are significantly more likely to stick with a brand long-term when their service expectations are met.
Repeat customers and brand advocates aren’t a “sure thing” if you aren’t consistent and attentive with your customer care. This rings true on social media as well.
And if you’re wondering if such speedy responses are possible, look no further than brands such as Glossier. Known for their die-hard fanbase, the brand makes a point to rapidly respond to customer concerns via social. Peek the timestamp(s) on this support Tweet for reference.

Speedy customer service gives you a competitive advantage
According to recent Sprout Index data, 44% of consumers also say customer service distinguishes a brand from its peers.
Piggybacking on the previous point, having a fast social media response time means keeping customers from bouncing to competitors.
Think about it. If a brand fails to respond or leaves a bad taste in your mouth, chances are there’s a competitor that’s just a Tweet or DM away.
Poor customer service costs businesses up to $75 billion in the United States alone. As noted earlier, this spells opportunity for companies who can meet (and exceed!) social media response expectations and connect to customers faster.

6 ways to speed up your social media response time
You know that you need to speeds things up in terms of responses. But how do you make it happen?
Good question! Here are six ideas to help you put together a social media response plan that addresses customer concerns ASAP.
1. Merge your social comms into a single platform
This is the big one.
If you’re active across multiple social channels, you’re responsible for managing messages, questions and comments across each of ’em.
For example, Black Milk Clothing provides personalized, timely replies to …Twitter……and Facebook, all without missing a beat.

However, juggling multiple platforms and messages can be messy as more and more replies roll in. Doing so is likewise a potentially huge time-sink.