The importance of responding to clients

You wouldn’t ignore a customer in your store asking a question at the customer service desk would you? Or even one that called in on the phone? Of course not! For years the customer service desk and telephone calls have been perceived as a normal way for customers to interact with business to get answers to questions about products or services. However, for the last ten years, a new player has been on the field of business to customer engagement and it is one that, although it is here to stay, goes unanswered 7 out of 8 times.

That new playing field is social media and it is where more and more consumers, young and old, are turning to get their questions resolved. According to a recent study, customers seeking support on social media is up 21 percent in just the last two quarters of 2015 alone and seven out of eight customer messages go unanswered within a 72 hour period.

Unfortunately, most businesses are 4 times more likely to post things to their social media then they are to answer a customer’s question or reply to a comment. If your response is “If they want to know something they can call or come in person to my store” then you can probably expect to lose that particular customer. And as it was with the telephone, it is a trend that will continue to grow.

Statistics show that the Real Estate industry is currently struggling the most with this trend, as they are 11.7 times more likely to post something than return a message from a potential client on social media and consumer goods based business are 40% slower than educational establishments which have the quickest response time.

Social customer service

So now that the scary numbers are out of the way what is the good news , you ask? Why is this important to your business? Customers who engage with companies on social media spend 20 – 40% more with those companies. 71% of those who have positive customer service through social media will recommend the brand to friends. So what is a small business who does not have multiple employees to do with limited resources in the face of this new surging trend? Simple! Follow these four steps:

  1. Develop a social media customer care strategy for your business.
  2. Equip yourself with the right tools to execute that plan.
  3. Listen and provide timely answers to questions and comments.
  4. Be genuine. You wouldn’t be otherwise in person, and your online persona should reflect the same.

If your business needs assistance setting up and implementing a social media customer care strategy or someone to maintain it for you, contact us today for a fee consultation.

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2Q Benchmarks for Facebook, Instagram, Twitter

Social media analytics provider Quintly  arrived at some benchmarks for social media managers in the second quarter of 2015 for Facebook, Instagram and Twitter.

The company said in a blog post introducing its findings:

Due to the uniqueness of every social network, we split the study in Facebook, Instagram and Twitter. To make the comparison easier, we chose the same metric three times within the infographic across all three networks. With this in mind, you are able to compare the number of posts and see the amount of interactions as an average. To make the numbers applicable for everybody, we clustered profiles in different-sized groups dependent on their fan or follower count.

Quintly’skey findings for Facebook were:

  • The average page posts twice per day.
  • That number fluctuates in a big way, depending on page size: Pages with 1,000 or fewer likes post an average of eight times per month, while those with 1 million or more post 229 times.
  • Links and photos were the most popular post types, with photos generating the highest interaction.

For Instagram:

  • Accounts posted an average of once per day, with that figure doubling for those with more than 100,000 followers.
  • The interaction rate for photos and videos was roughly the same.
  • Pages with 1,000 or fewer followers averaged 23 interactions, while those with 10 million or more averaged 570,000 per post.
  • Posts received 29 times more likes than comments.


  • Accounts tweeted an average of five times daily.
  • Profiles with 100,000 or fewer followers rarely used replies to interact.
  • Pages with 1,000 or fewer followers averaged four interactions per tweet, with favorites accounting for 1.25 times more than retweets.


Source: http://www.adweek.com/socialtimes/quintly-2q-benchmarks-facebook-instagram-twitter-infographic/624127

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