Customers communicate more frequently on social media today and view it as an instant form of communication. When monitoring social media, know your customers’ expectations and respond accordingly. Yesterday’s Tip 1 was to Listen to your customers. Here’s the second tip:
Tip 2: Respond quickly.
- Customers expect “always-on” support and very quick responses on social media, within 60 minutes. Scan social networks every 30 minutes for new posts.
- Match speed to platform. Facebook, for example, considers replies within 5 minutes “very responsive” and displays your response rate on your page. If a high response rate is important to you, Brand Specialists should scan Facebook more often.
- A more deliberate response time can signal the level of channel priority for your brand. Awareness of comprehensive channel strategy is essential.