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Learn about the high demand for social media customer service and the expectations of customers, including response times and positive word of mouth. Discover how to meet these expectations and improve your brand's reputation on social media.
Despite social media being one of the least preferred customer service channels, it’s still in high demand. Social media customer service tools offer a valuable combination of accessibility, real-time interaction, public visibility and proactive engagement. Over 63% of customers expect companies to offer customer service through their social media – and 90% of social media users have already connected with a brand or business through their chosen platform.
Upon contacting brands on social media, 40% of consumers expect a response within the first hour, while 79% expect an answer in the first 24 hours. If their expectations are met, and they have a positive experience, they’re 71% more likely to recommend the brand to others on social media.
#SocialMedia
of customers actually expect companies to offer customer service through their social media – and
of social media users have already connected with a brand or business through their chosen platform
Super Office
#GreatExperiences
The likelihood that
a consumer will recommend a brand on social media to others after having a positive experience is about
Statista
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