Social Customer Service is all about making fans feel secure and connected to your brand. By answering their questions quickly, in a considered and thorough way, brands can grow their relationship with existing customers and attract new ones through positive word of mouth. So why would anyone cheat the system?
Sean Valderas, the Social Care Manager for Microsoft Mobile Devices (formerly known as Nokia) joined the Socialbakers editorial team to discuss how his brand went from being underperforming to Socially Devoted - and he has some invaluable tips for other Social Managers who want to replicate that type of success.
Brands on Twitter were asked nearly 3 million questions in Q2. That number will only go up.
Our Q2 Socially Devoted numbers are in, and - surprise surprise - they show that Fans want to engage with brands. Customers increasingly prefer to voice their opinions and get answers to their questions on social platforms.
The entire JAPAC (Japan, Asia-Pacific) region has reached an average Question Response Rate (QRR) of 65% on Facebook, making Social Devotion the bottom line. On both Facebook and Twitter, JAPAC brands offered some of the world’s best social customer care in Q2.
In Q2 2014, Socialbakers found a huge gap between Socially Devoted and non-Socially Devoted brands on Twitter - and things look much better for the first group.
So far in 2014, customers have already asked nearly 9 million questions on Facebook and Twitter combined*. More than ever, customers share their concerns on social, hoping their queries will be addressed immediately.
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.