Social customer care and engagement [INFOGRAPHIC]
Social customer care and engagement is the theme for today’s new infographic. It was provided by Social Sprout from their “The Social Customer: Highlights from The Sprout Social Index” report. This in-depth report looks at over 160 million inbound messages from 20,000 brand Twitter accounts and Facebook pages. Data was collected from 15 different industries. Read on for the top 7 findings and recommendations.
Top 7 Findings:
- Customers engaging with brands is definitely on the upswing.
- User engagement is growing nine times faster than social networks like Facebook and Twitter.
- When it comes to engaging with consumers, both the entertainment and utility industries are growing the most.
- Engagement performance and response times vary from industry to industry. Business services and utilities have the shortest response times. Banking/finance and utilities have the highest response rates. The real estate industries could benefit the most being second-to-last in both response time and rate.
- Overall response rates are dropping significantly and a whopping 80 percent of all customer inquiries go unanswered. This leaves much room for improvement as many adults have social media accounts and look to social for customer care.
- On average brands receive 3 inbound requests per month from Twitter for every 2 they get from Facebook per 1000 fans or followers respectively.
- Average response times to customer inquiries for brands are on the rise and needs to be addressed this year.
Top 7 Recommendations:
- Build your social team to be responsive.
- Include your most experienced customer-facing staff on the team.
- Use the right software tools.
- Determine which metrics are most important to your business and use them.
- Make sure your replies are conversational not overly promotional.
- Enable the appropriate departments inside your business to share tools and data.
- Be careful about prioritizing certain customers above the rest. Hire additional resources to handle the volume.
See also: Social media monitoring tools (Infographic)
“The Social Customer Infographic” by Sprout Social
Do check out: Social media monitoring tools (Infographic)
What methods does your company use to manage social customer care and engagement?
Leave a comment and do share.
Resources
http://sproutsocial.com/insights/data/the-social-customer-infographic/
http://sproutsocial.com/insights/data/sprout-social-index-engagement-report/
(Infographic source: Sprout Social)
About Peter Trapasso
Used by IBM, Cisco, Microsoft, GM + more! Hire me for your social media marketing needs: http://bit.ly/hiremesocial Klout 77 Social Media Strategist + Influencer 15+ years Marketing Experience. Backed 200 #crowdfunding #apps #startups #Fortune500 100 most followed on Twitter in San Francisco. Crowdfunding expert: http://bit.ly/1oNVr7Z Massive Followers: Twitter 40000, Google+ 7600, Facebook 2500, and Pinterest 3900.