Wondering how your company’s customer support via social media networks weighs up against competitors? Sprout Social’s “The Social Business” infographic shows you. And the results leave lots of room for improvement.
According to Sprout Social, the number of tweets and posts sent to brands over the past year rose by 77%, and customers are sending twice the number of messages that require an actual response. On average, though, 5 out of 6 of “help me” posts are ignored. Even worse is the “best” response rate comes from utilities companies, and they’re only answering 3 out of 10 requests. Thirty-percent – is that really the best big brands can do?
Take a look at all the details below. Then come up with a game plan to be well above average when it comes to actually communicating with your customers on networks, including addressing bad experiences.
The Social Business: Highlights from the Sprout Social Index by Sprout Social
So, what is so easy about outdoing fellow companies when it comes to supporting customers via social networks. Judging by the numbers above, you’d only have to respond to 40% of requests to break the average barrier.