We’ve talked about how important it is for brands to be Socially Devoted. Well, some brands have taken the challenge and amped up their social media customer care!
When we first launched Socially Devoted, an industry standard that measures social media customer care, we were faced with dismal numbers. Overall, 70% of Facebook questions were ignored! However, after challenging brands to become more Socially Devoted, overall response rates increased from 30% in Q2 to 55% in Q4. We’d like to mention some brands that definitely have something to be proud about when it comes to social customer care.
Walmart has an incredibly active Facebook Page. Only a half a year ago they were ignoring 8 794 customer questions per quarter. It looks like their team really took up the challenge because in Q4 they left only 143 questions unanswered!
Target and Tesco have also made great strides in social media customer care. During Q3 Target had a Response Rate of just 38.17%, but grew it to 66.31% in Q4.
Tesco was already a Socially Devoted brand in Q3 but understands that there is always room for improvement. Tesco’s response rate increased from 87.22% to 92.50%.
In Q4, Walmart increased its number of responses by 5 388, with Target increasing its responses by 2 377, and Tesco upping their number of responses by 1858.
Walmart, Target, Tesco are prime examples to aspire to. See if you can increase your social media customer care throughout 2013!
Socialbakers is the trusted social media management partner to thousands of enterprise brands and SMBs. Leveraging the largest social media data-set in the industry, Socialbakers’ AI-powered social media marketing suite helps brands large and small ensure their investment in social media is delivering measurable business outcomes.