The Impact of Social Media on Customer Service

SOCIAL MEDIA & CUSTOMER SERVICE of consumers 42% expect a response 1 HR. on social media within 1 hour. 32% expect a response within 30 minutes. 30 MIN. BUSINESS HOURS think response time should be the same MON 9 PM -5 PM TUE 9 PM -5 PM WED 9 PM -5 PM THU 9 PM-5 PM 9 PM -5 PM SAT CLOSED SUN CLOSED 57% during weekends/ weeknights as it is during business hours. FRI of consumers who interact with a 53% brand via Twitter 1 HR. expect a response within 1 hour. If it is a customer service question/complaint, 72% 1 HR. expect a response within 1 hour. said they have more negative feelings about a brand when 38% they didn't receive a timely response. of consumers who did not have their social media 40% complaints addressed called the company. of consumers who inquire/comment via ONLY social media said their 36% issues were resolved quickly and effectively. COMPANIES/BRANDS RESPONDING TO SOCIAL MEDIA QUESTIONS/COMMENTS: 2012 2013 30% 62% 56% There has been a 56% increase in the number of questions asked on Facebook from Q3 2012 to Q3 2013. Q3 2012 Q3 2013 AVERAGE RESPONSE TIME OF THE TOP 100 U.S. RETAILERS: f FACEBOOK 24 HOURS (1 DAY) TWITTER 11 HOURS & 15 MIN. 10 15 20 25 HOURS SOURCES: http://www.convinceandconvert.com/the-social-habit/42-percent-of-consumers- complaining-in-social-media-expect-60-minute-response-time http://www.socialbakers.com/blog/1924-top-brands-adapt-to- booming-demand-for-social-customer-care http://www.conversocial.com/blog/social-customer-service-is-still- growing-according-to-american-express http://www.lithium.com/products/socialweb/respond http://digitalmarketinginstitute.ie/blog/average-brand-response- time-on-twitter-is-11-hours http://www.bain.com/publications/articles/putting-social-media-to-work.aspx http://www.desk.com/customer-service/customer-complaints Developed by: * HubShout ONLINE MARKETING SOLUTIONS