Did you know that 82 percent of companies believe that they provide superior customer service on social media?
Sounds great, right? Unfortunately, 92 percent of consumers disagree.
Here’s the thing: most brands are not keeping pace with social engagement, which is growing nine times faster than Facebook and Twitter combined. Typically brands only respond to 20 percent of enquiries – usually taking hours to do so – even though a third of consumers expect a response within 30 minutes. And you can kind of see why: social media is meant to be changing the world. It’s instant media with instant feedback. So why are so many brands so slow to react?
This visual from Brickfish takes a closer look at why smart brands race to respond to consumers on social media.