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- Studies show that 42% of consumers expect a response to a complaint on social media within an hour, with 32% expecting a reply within 30 minutes.
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Dec 29, 2015 · It's important to respond quickly and efficiently to customer complaints on social media. As a starting point, try to reply within 1 hour. This doesn't mean you need to have all the answers right away. Customers typically want you to acknowledge their issue so they know you ‘ re looking into it.
Mar 2, 2016 · Today, nearly 40% of all social media complainers who expect a response, expect that response to arrive within 60 minutes, according to the research I conducted for Hug Your Haters. Yet, the average length of time for businesses to actually respond is five hours.
Apr 24, 2024 · Studies show that 42% of consumers expect a response to a complaint on social media within an hour, with 32% expecting a reply within 30 minutes. This expectation for instant communication has driven a staggering 75% of consumers to use social media networks like Twitter (X) and Facebook (59%) for customer service.
How do you handle a social media complaint? Handling a social media complaint involves responding quickly, personally addressing the customer, avoiding deletion of the complaint, apologizing sincerely, offering to resolve the issue offline, and monitoring for rogue complaints.
Sep 10, 2021 · Respond to all social media complaints. Don't pass customer conversations between reps. Be immediately accessible. Avoid making repetitive apologies. Provide constant updates. Don't make it personal. Solve for the customer, not for your support team. Ensure the customer understands you're an advocate, not a blocker.
Apr 26, 2024 · Studies show that 42% of consumers expect a response to a complaint on social media within an hour, with 32% expecting a reply within 30 minutes. This expectation for instant communication has...
Apr 14, 2022 · In fact, 80% expect brands to respond to social media comments and messages within 24 hours. This decreases to as little as an hour on fast moving platforms like Twitter. There’s also an incentive on some social media channels to earn customer service status through swift replies.
