Customer Service on Social Media

We came across this interesting report about customer expectations from social media.

In essence, the study reveals that:

  • 80% of companies think they are doing a great job at customer service but only 8% of their customers agree. Which is a bit disturbing.
  • Customers expect a response within an hour on social channels.
  • 20% of customers are not responding at all to customer queries on social channels and less that 20% are responding within an hour
  • 38% of people will feel more negative towards a brand and 6/10 will share that dissatisfaction.

IMHO customer service should be integrated into social marketing. If social media marketing is all about engagement, we need to talk to people about the things they want to talk about i.e. customer service issues – not just the stuff we want to talk to them about e.g our latest product, mildly amusing GIFs or witty vine videos.