How quickly do brands need to respond to customer service messages on social media?

[fomayof928@mowline]

As customers continue to flock to social media for their support needs, more effort is needed to maintain fast response times.

But what is the sweet spot for response time according to customers? Our index data shows that 76% of consumers value how quickly a brand responds to their needs. Nearly 70% expect a response within 24 hours or less.

Data visualization from The Sprout Social Index™ shows how quickly germany b2b leads consumers expect brands to respond on social media in 2022 and 2023. By 2023, nearly 70% expect to receive a response in 24 hours or less. In 2022, 77% of consumers expect a response in 24 hours or less.
Once upon a time, it was acceptable to take a day or more to respond to a customer. But now most consumers want instant access and gratification. That’s why leading brands in social media customer service like MeUndies set goals for faster response times. When the lingerie brand set a goal of responding to all messages within 60 minutes, they needed an alternative to respond natively through social platforms.

They turn to Sprout’s smart inbox to get a complete view of their Instagram direct messages, mentions, and comments in one stream.

Now, please note that quick response is not the main goal, but solving the customer's problem. Unfortunately, some brands are quick to respond but slow to resolve. When this happens, the dissatisfied customer will let you (and all their followers) know. When it comes to great customer service, customers want more than just timeliness, they want a solution.

In addition to prompt responses, our index data shows that 70% of consumers expect companies to provide personalized responses to customer service needs. Our data also found that 63% of consumers believe their loyalty to a brand is largely influenced by the quality of customer service they provide on social media.