If you’re engaging on social media, how do you know if you’re living up to your customers’ expectations? Social media isn’t about applying the wittiest tone of voice, it’s about being able to engage and reply in real-time to your customers’ issues and complaints. Customers are now completely in control of the conversation and don’t just settle for a merely acceptable experience.
For 51% of brands, real-time social media engagement is the biggest challenge. Always on, always connected customers demand quick and easy solutions, on the fly, to the issues they’re dealing with on a daily basis. However, large brands, especially large enterprises, simply can’t live up to that expectation and are quickly losing customers, money, and time.
On social media, 72% of customers expect brands to reply within the hour. So what happens if brands fail to reply? How can social customer service become a key differentiator amongst competitors. Timing is key. If brands manage to reply within an appropriate time frame, there’s a perfect foundation for a loyal customer relationship.
Why Real-Time Engagement Is the Biggest Social Media Challenge for Brands
