Social media is a central part of how we all communicate. We use social media to keep in touch with family and friends, network, and to share our opinions. Although social media wasn’t originally intended for business use, it has transformed the way we do business. Customer complaints are increasingly being channeled through public social media platforms, such as Facebook and Twitter. Feedback, good or bad, can go viral quickly. Fortunately, social media has allowed businesses to communicate more efficiently with their customers with faster response times. Social media has had a dramatic effect on the way people communicate, interact, and share information with others. Social media has created various platforms, such as Facebook and Twitter.
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When you call a business you expect a simultaneous response even with extended hold times. On the other hand, when you e-mail a business you might not expect a response for up to twenty-four hours. It isn’t uncommon to see “chat now” features on a business’s webpage, allowing you the same immediacy as a phone call. As more and more businesses make their presence on social media, customers now have another method of contacting them. According to Nielsen 's 2012 Social Media Report, nearly half of U.S. consumers use social media to ask questions, report satisfaction, or to complain. A third of social media users prefer social care to the phone. Edison Research reported that forty-two percent of consumers who complained via social media expect a response within 60 minutes (Baer, 2016). An Oracle survey found that more than half of Twitter users expect a response within two hours of their tweet at a company and 51 percent of Facebook users expect a same-day response to questions or complaints. Needless to say, customer service expectations are rising. Customers are able to post positive and negative reviews anytime and anywhere. Because customers are able to do so with such immediacy, they expect the same back from …show more content…
The size of the company will determine what staffing a company will need to manage their social media presence. Other factors may include the volume of social media interactions as well as what type. It will be imperative for businesses to develop a plan for responding to social media questions, praises, and complaints. According to Guffey and Lowey (2015), “social media marketing experts are developing guidelines to provide organizations with tools for strategic decision making in various situations” (pg.253). These guidelines direct employees on how to respond to positive or neutral, negative, and policy violation feedback Appropriate and timely response to social media postings are crucial. Social media is a great avenue to allow for faster response times to
When you call a business you expect a simultaneous response even with extended hold times. On the other hand, when you e-mail a business you might not expect a response for up to twenty-four hours. It isn’t uncommon to see “chat now” features on a business’s webpage, allowing you the same immediacy as a phone call. As more and more businesses make their presence on social media, customers now have another method of contacting them. According to Nielsen 's 2012 Social Media Report, nearly half of U.S. consumers use social media to ask questions, report satisfaction, or to complain. A third of social media users prefer social care to the phone. Edison Research reported that forty-two percent of consumers who complained via social media expect a response within 60 minutes (Baer, 2016). An Oracle survey found that more than half of Twitter users expect a response within two hours of their tweet at a company and 51 percent of Facebook users expect a same-day response to questions or complaints. Needless to say, customer service expectations are rising. Customers are able to post positive and negative reviews anytime and anywhere. Because customers are able to do so with such immediacy, they expect the same back from …show more content…
The size of the company will determine what staffing a company will need to manage their social media presence. Other factors may include the volume of social media interactions as well as what type. It will be imperative for businesses to develop a plan for responding to social media questions, praises, and complaints. According to Guffey and Lowey (2015), “social media marketing experts are developing guidelines to provide organizations with tools for strategic decision making in various situations” (pg.253). These guidelines direct employees on how to respond to positive or neutral, negative, and policy violation feedback Appropriate and timely response to social media postings are crucial. Social media is a great avenue to allow for faster response times to