After years of progress, the average brand on Facebook is increasingly offering an acceptable level of social customer care. Is your brand one of them?
The Socially Devoted results are in for Q1 2014, and they are pretty exciting! On Facebook, for the first time ever, the average response rate for brands worldwide is 65%. That puts the average brand in line with our well-established Socially Devoted standard, which advises brands to have at least a 65% response rate to user questions.
Twitter brands are delivering better social customer care than ever. But many are still making a big mistake that is hurting the value of their social customer care.
Among some early returns from our Socially Devoted initiative for Q1 2014 is the information on which Airline brands have the best difference between Answered and Unanswered Questions on Twitter.
Every social media manager knows that feeling when it seems the best solution to a customer complaint is to take a coffee break and forget about the issue. Unfortunately for those who prefer to keep their jobs, this is not an option. Many brands are still not exactly sure how to train their staff to handle crises, and so a new fad has emerged in social customer care: humor.
For brands, a social media presence is a necessity these days. From providing services to selling merchandise to connecting customers across platforms, social media has become an indispensable part of the modern business landscape. For customers, this also means that brands seem available to answer urgent demands or questions at all times.
Do you have a social media crisis plan? Most brands don’t. And not having one can be incredibly dangerous.
We’re genuinely proud to recognize the best performers in Social Customer Care. And to mark the release of our latest white paper on the topic (linked below), we’ve selected the top five reasons why your brand should get on board.
As we wind down from our coverage of social customer care for this past Socially Devoted quarter, we want to honor the top 10 brands on Facebook for Q4, 2013. These brands have worked tirelessly on social to give their Fans all of the support that they need.
Along with ancient architecture, superior health care, and (at least in my opinion) inferior coffee, the European Union now also offers better social customer care on Facebook and Twitter than the United States.