Social Media Users Expect Great Customer Service

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There’s no question that social media has changed the way customers interact with companies.

The downside is that there’s a lot more pressure to respond to customer complaints that are aired on public forums like Twitter and Facebook. But the upside is that a well handled complaint can create a ton of goodwill.

A recent survey from NM Incite notes that consumers seeking customer service via social media channels – or “social care” – have very high expectations. They expect a response from the company the same day – and they expect their problem to be resolved.

Nearly half of social media users have sought customer service via social channels, and 71% of those who have a positive experience are likely to recommend the brand or company, compared with just 19% of those who get no response. That’s a lot of potential reward for having a good social care program – and a big risk for companies with poor social care.

Admittedly, social media can take up a lot of time that a small business can ill afford. But if you have a public-facing company, it’s something you need to be doing, and if you do it well, you should see plenty of positive results.

Adapted from Social Media Users Have High Expectations at