How many customers contact your support teams each month? Now think about how many might not be calling because they don't have the time. These customers may have mounting frustration and may even be at risk of taking their business elsewhere. There is also a good chance they are turning to social media to share their concerns.
Social media is ever-increasing as the "go-to" for customer support and as consumer presence in these channels continues to grow, the basics of customer relationship management (CRM) have changed significantly.
A few years ago if customers raised concerns about your company in social media and you responded or acknowledged them, they were pleasantly surprised. In 2014 however, the landscape has changed. Customers not only expect a response, but they expect it almost immediatly. In fact, 42% of customers complaining in social media expect a 60 minute response time (Source: Edison Research).
The infographic below has more surprising statistics about the social media customer experience in 2014. It shares 3 easy steps to get going with your social media sales and servicing strategy.
Don't think you have the resources to manage social media customer care? Stay tuned for our upcoming blog post on 3rd party support for social media.