Consumers spend a great deal of time in social media more than three hours per day for the average adult, according to Ipsos Open Thinking Exchange. Businesses must be prepared to engage with customers when they need help the most and also respond to their queries in real time.
Without question, consumers expect timely responses to their social media posts and they're not afraid to turn up the volume if they feel they're being ignored or aren't receiving adequate support. A lack of follow-up by a company to a customer's social messaging suggests that the company is either incompetent and unable to identify and act on social communications, or the company simply doesn't care about him.
How do you stack up? In this 1to1 In Action guide, we offer five social customer service recommendations for contact center leaders to consider.
Download your complimentary copy today.