Brands with 100% Response Rates respond to each and every question they receive on their Facebook wall. Sounds like an impossible task? These companies will prove you wrong!
An increasing number of businesses are gradually outsourcing customer care to social networks and we are supporting this shift by setting a valuable benchmark. According to our criteria, if a brand responds to at least 65% of questions posted to its wall, it can qualify for a Socially Devoted award. Because to be honest, some questions are either too silly, rhetorical, or unrelated and not all of them need an answer. Not to mention that some questions are proactively discussed and resolved by your community and don’t need your involvement.
Banks Believe that it Pays Off to Respond to Each Question
We would like to point out some brands that have responded to all fan questions and therefore reached a 100% Response Rate. To set things straight, all of them have received 150 questions or less on their Facebook wall during Q4 so it didn’t present such a challenge for these brands. However, their success is still worth mentioning. Brands from the finance industry have been especially diligent, such as Banco de Costa Rica, Citibank Malaysia, Havkatten, and Nykredit in Denmark and Banco Bisa from Bolivia didn’t leave a question unanswered.
And this is a list of other extremely devoted Facebook Pages from different industries:
- Ben & Jerry's Sweden
- Vichy Thailand
- Crocs Argentina
- Groupon London
- M&M´s Switzerland
- L´Oreal Men Expert Thailand
What do you think? Is it important to respond to all questions posted to your Facebook wall? Let´s discuss it in the comments below!
You May Also Like
And The Socially Devoted Awards Go To...
Are you one of the most responsive brands on Facebook?
8 Killer Tips for Better Social Media Community…
As a social media community manager, what can you do to help drive business success?
One of the best ways is to help cultivate strong customer relationships, build brand loyalty, and help your business retain more customers in the long-term.
A strong community becomes a place where customers interact not just with your brand, but with each other - working as free word-of-mouth advertising and a great source of positive reviews.
But a social media community doesn’t just spring up overnight. It takes time and hard work to build one. As a social media manager, you’ll have to set up a plan, track the right metrics, and get commenting to get the ball rolling.
Luckily, we’re here to help with these tips and tricks for social media community management best practices.