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The Social Business

Look How Easy it is to Crush Your Competition when Supporting Customers via Social Media [infographic]

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”ย posts are ignored. Even worse is theย “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 Indexย by Sprout Social

The Social Business: Highlights from the Sprout Social Index

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.

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Written by:
Pamela Hazelton
Published on:
October 24, 2014
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See more in: Social MediaMore about: customer support, social media

About Pamela Hazelton

Avid writer. Business marketing and ecommerce. Contributing Editor to Practical Ecommerce & writer on Medium. // Reward yourself a little every day.
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