How To Stop Losing Money Because of Poor Response Times
Social media has opened your business up to a whole new world of customers, but now the messages are rolling in and you can’t keep up! Customer feedback on social media is just as important as an email or a phone call and if you don’t reply quickly enough, you give way to competing businesses with better response times. But with so many platforms to manage, how can you possibly answer them quickly? Here’s how to manoeuvre the hard-to-manage side of your new online accessibility so you can reap the rewards!
So how important is response time, really?
The answer is, very! As consumers become younger and younger and businesses become more accessible online, customers expect instant gratification when using social media. When you see something you like, you can click to buy it straight away, and we apply the same logic when we have questions, feedback or complaints about a business! Not only this, but the online scrolling culture has been proven to affect our attention spans – put bluntly, your customer is more likely to get disinterested quickly!
Not only are we expecting more instant communication, but businesses are now catering to this. With a barrage of social content and free online catalogues, you and your competitors stand side by side in the eyes of your customer, so it is essential that you’re the one who gets back to them first!
One last major consequence of a poor response time comes down, again, to social media! While these platforms have the benefit of getting to feel more personal with your customers, in the same breath they are much more public! How many times have you seen negative tweets gather underneath a businesses post, complaining about poor customer service? One comment turns into several replies and soon an entire feed of people are discussing their problems with responding! Not that it takes that many, it only takes one negative comment to sway someone asking themselves if they shop with you, or with a competitor.
So how can you improve your response time?
Beyond all the doom and gloom, there are very simple ways you can ensure that your customers are well looked after and have the confidence in you to not only revisit, but recommend you to all of their friends! Don’t see social media platforms as the enemy! They are far from it, in fact, Facebook uses a response time badge to display your average response time which can be easily obtained by consistently responding within 15 minutes, to 90% of your incoming messages inside of a week. This badge gives customers instant confidence that you are proven to be responsive!
With so many aspects of managing your business online, you can now hire social media savvy help! Even small businesses will benefit from hiring an outside company to manage their online presence. Brandsome is one such company which offers bespoke online brand services and will not only inspire new customers but improve continued customer retention through their expertise on all platforms. Not only will you get on top of your response time but you can select from a wide range of packages to boost your visibility and appeal! Stop losing time and money! Book your discovery call with Brandsome and discover the easy way to sell online today!
