Improve Response Time and Customer Service with a Social Media Manager

by Claire H. on June 11, 2015

SM tornadoA company’s social media page is often the first destination for customer complaints, praise and inquiry. People are increasingly turning to their smartphones and computers to gather information and voice their opinions about brands. This makes prompt customer service imperative on social sites like Facebook and Twitter.

Responding to concerns expressed on social media in a timely manner can help you engage with happy patrons and address any frustrations voiced by unsatisfied customers; both of which nurture customer loyalty. It takes time and effort to monitor the world of online public forums, and a bit more to genuinely respond to all customer concerns within the expected time frame. That’s where we step in.

At TDM, our social media managers are dedicated to helping your company stand out by quickly, respectfully and thoroughly responding to any customer interactions your business receives on social media.

A 2015 study by the Northridge Group found that 40 percent of consumers expect resolution within one hour when using social media, but one-third of those who contact a brand never get a response. For 33 percent of social media users, customer service does not meet their expectations — out of all the customer service channels, social media has the lowest rate of issue resolution (13 percent).

Customers expect brands to listen. According to the survey, 47 percent of people plan to use social media next year the same or more than they currently do to voice their customer service issues or inquiries. But companies often fall short of meeting expectations.

Failing to respond quickly on social media has serious implications, and the majority of users will escalate their negativity; According to a 2013 study by Lithium Technologies, 60 percent of Tweeters who don’t receive a response will take unpleasant actions such as terminating consumer activity or publicly shaming the brand on social media.

Rather than fear potential consequences for your company from unanswered customer concerns, our social media team will embrace the opportunities to satisfy clientele with outstanding customer service. The 2013 study found that when your company is equipped with social media managers to provide timely and informative responses to customers:

  • 34 percent are likely to buy from that company, again;
  • 43 percent are likely to encourage friends and family to buy their products;
  • 38 percent are more receptive to their advertisements;
  • 42 percent are more willing to praise or recommend the brand through social media.

With our team managing your social media presence, your company will excel in the active and public world of online forums. We will keep your customers pleased with timely responses, help provide accurate information to questions or concerns, celebrate positive consumer experiences, and nurture the customer relations your company has strived to create.

If you’re ready to get started, get in touch with us to discuss Triangle Direct Media social media management today!


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