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9 Strategies To Know Your Social Media Response Time

In more and more ways, people are turning to social media to voice their opinions about the products and services they have used. People participate in lively debates by making comments and offering their own perspectives.

Some customers require an immediate reply, while others are satisfied with waiting no longer than a business day. Given the sheer number of direct messages, comments, and posts you see on a daily basis, these assumptions may seem absurd. Customers, however, are notoriously impatient and expect answers right away.The following are some underappreciated suggestions for speeding up your responses on social media:

Obtain a social media analytics platform

There has been a steady increase in the number of reviews of products based on the user’s own experience on various social media sites. Users also provide feedback and suggestions based on their own experiences.

When praise is given, everything seems fine, but when criticism arrives, the fun stops. The issue is that it’s impossible to predict which social media site a dissatisfied customer will use to vent their frustrations.

Automate your answers to common questions

Any company worth its salt will tell you that there are a handful of questions consistently asked by customers. These frequent questions pave the way to building an instant-response brand. Talk to your support staff to figure out the most common inquiries and how to best address them.

The most common applications involve assuring customers that their inquiries will be addressed shortly, directing them to pages with additional information, or providing a timeframe to set their expectations appropriately. Finally, establish robotic responses and watch as your response rate soars.

Keep a stockpile of pre-written answers

Replies sent via automated systems are effective up until the point where personalization is introduced. Having a library of ready-made templates at your disposal can help you respond to social media messages faster. Responses to comments, direct messages, etc., will help your team fill in the blanks and answer questions quickly. It’s a simple method for saving time while still providing a high-quality experience that stays true to your brand’s voice.
Third, make a separate user account for customer service.

Assume your social media marketing team is excellent at creating and executing successful campaigns. The question is whether or not they are still as efficient when dealing with difficult clients.

Your company’s customer service reps will always fare better in this respect. Because, after all, they’re the ones who field similar questions all day long and in more depth.

As a result, many companies now dedicate specific Twitter accounts to answering customer questions. Because questions are the only thing customers want answered on that page, answering them is much simpler. You would hear nothing but complaints about the things they can’t handle.

Establish clear operating hours

Do you provide around-the-clock service to your customers?

Otherwise, you owe it to your customers to give them a sense of when they can expect to hear from you. As a result, they are more likely to exercise patience rather than resort to extreme measures like ranting online.

Tools like Radarr make it easy to indicate when you will be online to respond to social media messages.

Direct clients to available support avenues

A post’s comment section can quickly devolve into chaos when an unhappy customer weighs in. They’re the ones who get sick of constantly typing out emails.

How about we channel all that bad vibes into something positive right away? Make it clear to your customers where they can find you for the quickest response, be it via message, email, live chat, or social media.

Get better at giving attention to social media mentions

People who have made a positive purchase from you may talk about the company online. You should acknowledge their compliments and encourage them to make further purchases. These aren’t the types of references that, however, require immediate action.

There are some dissatisfied customers out there who are trying to draw attention to themselves via social media mentions. Playstation, despite being one of the most well-known names in the gaming industry, does not respond within one business day.

Track down online discussions that pertain to your brand

In spite of the prevalence of customer complaints on social media, not all of them involve the use of brand tags or mentions. But in doing so, they are damaging your company’s reputation online.

That’s why brands need to listen in on their customers’ online chatter and help them out when they need it. It’s impossible to go back through time and the internet and find every single conversation.

Get instant help from chatbots

For the times when human agents are unavailable, chatbots fill the void effectively. Companies frequently use chatbots to answer frequently asked questions, route customers to the right support staff, and so on. In a nutshell, chatbots eliminate the need for impatient customers to wait for an agent to respond to their questions.

Chatbots’ primary responsibility is to facilitate communication between qualified leads and the appropriate sales staff.

Measuring, analysing, and bettering

However, while many brands keep tabs on a variety of important social media metrics, they often overlook one of the most important ones: average response time. Learning where your response time currently stands will help you improve it in the right places.

It is important to monitor how many mentions your brand receives across different platforms, how quickly you can respond to them, how many positive and negative mentions there are, and what effect this has on your brand’s share of voice.

To sum up

The first step is to record both your current response time and your desired future time. Then, give attention to the aforementioned methods and tricks for speeding up your responses on social media.

Avoid the time-consuming process of manually monitoring multiple channels by using a comprehensive social media tool like Radarr. Your campaigns can be optimised in real time, and customer satisfaction can be maintained.

Published inSocial Media