Why You Should Have Fast, Quality Responses On Social Media

Just like any other business offline, customers have expectations when it comes to fast quality responses on social media and how efficient questions and complaints get addressed. It’s not any different when it comes to online businesses. Customers even have higher expectations. They know that sending and receiving messages on social media only takes seconds and therefore they expect answers promptly as well. That’s why customer service exists—to meet the expectations of consumers.When it comes to online customer service, the cardinal rule is you to have fast quality responses on social media. Here we talk about the average response time for responses to be considered fast or quick and why it matters a lot. A study by Sprout 2020 Social Index found that legal and real estate businesses have the highest average response rate at 29% while sports have the lowest. Consumer goods are at 23%, retail at 26% and travel and tourism at 27%. Knowing that, let’s get into the expectation of customers when it comes to response time.

Fast Quality Responses on Social Media: Why It Matters

According to the same study, 40% of customers expect brands and businesses to respond within the first hour while 79% expect a response within the first 24 hours. And while there is a 30% difference in those numbers, the point is, customers or consumers expect fast quality responses within the day. Giving fast quality responses on social media is a no-brainer. It’s being polite. Nobody wants to be ignored or at least left hanging. But responding isn’t just about common courtesy. It’s about a few more important reasons.

Turning Regular Consumers to Loyal Customers

More than just being polite, giving fast quality responses allows you to build trust with your clients who, in time, can be your loyal customers. Responses that are well thought of and given on time shows that your brand cares. That is always good for business. The next time customers think of buying something, they would always want to go back to you because they know that you’re not just about the profit but also the seamless transaction experience; all because you took the time to actually respond to a few of their queries.

Consumers depend on social media for support

Due to the current situation brought about by the pandemic, a study by Intercom has shown that there was a 51% increase in inbound volume. Email and phone calls, while available, weren’t as effective compared to social media and it seems that won’t be changing any time soon. That’s another solid reason for you to start improving the way you respond to social questions.

Staying ahead of the competition through fast quality responses

Since more and more users or consumers turn to social media for questions, concerns, and customer support, this means businesses everywhere have already been migrating their customer service online. If your brand doesn’t catch up with the demand and fails to take advantage of the ease of answering social media queries, your consumers are likely to move onto a more responsive competitor. You then lose your reputation, clients, and ultimately the income.

Staying ahead of the competition in this aspect means you put effort into giving fast quality responses, however demanding the job can be. You may have quality products, but if you don’t have quality service, it all goes to waste. Knowing full well how important it is to have control over how fast quality responses on social media should be, it is now up to you to take the challenge to stay ahead of the game and really go over and beyond what you normally do. Think of it as something that is beneficial not just for your client but really for you and your business.