Delivering great customer service is getting more and more difficult for brands, as customer expectations change. Consumers now want instant service that offers fast results, which means brands need to deliver the best possible customer service via their digital channels.
Over a third (37%) of consumers who use social media to complain or question brands expect to get a response in under 30 minutes. According to Conversocial’s report ‘The State of Digital Care in 2018’, people want almost instant responses to issues they air on a social platform.
The report shows that the majority of respondents expect a response the same day via social media, with 31% wanting one in under two hours and 26% expecting to hear back in under four hours. In fact, only 6% don’t ever expect to get a response to a complaint made on social media.
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