Did you know that 42 percent of consumers expect a response from brands on social media within one hour, and three in five (57 percent) believe that a brand’s response time should be the same on the weekends as it is Monday through Friday?
Fair enough. The immediacy of social media should absolutely help expedite a response. However, the average response time of the top 100 retailers on Twitter has been tracked at more than 11 hours, with retailers on Facebook taking up to a day to respond. So much for real-time customer support.
This infographic from Hubshout takes a closer look at the growing relationship between social media and customer service, and the disconnect between what a consumer expects and what a brand delivers.