Do you reply to your customers, messages, and mentions quickly? If your answer is “No”, you might lose lots of your customers to your competitors. Why? It’s simple. If you don’t reply to your customer’s queries quickly and leave them without solving their problem, they might shift to your competitor. So, to help you out, we will share with you five tips that will allow you to manage your social media response time very easily.
What Is a Good Response Time on Social Media?
There is no right or wrong answer to this question, but you must respond to your customer’s queries as soon as possible because most people don’t like to wait. So even if you are having a super busy day, make sure you respond to them within 24 hours at any cost.
Why Does It Matter?
Response time of brand on social media matters a lot because:
People Use Social Media Platforms to Reach a Brand
Most people use platforms like Twitter to reach a brand when they are facing any problem or are unsatisfied with their services, which means providing good customer support can no longer help a brand survive if they are not responding to their customers/prospects on social media on time.
Help You Retain Your Customers
Another great advantage of reducing your response time is that it helps you retain your customers. As we have said earlier, if you don’t respond to your customer on time, he might shift to your competitor, which will ultimately destroy your brand’s goodwill in the market. Therefore, you must respond to your customers on time.
Help You Beat Your Competitors
If you keep your social media response time short, it will help you beat your competitors. Just like you can lose your customers by not responding to them, your competitor can also lose his customers if he does the same, and you can use it as an opportunity to have a competitive advantage over him.
What Can You Do to Reduce Your Response Time?
Here are the things that you can do to reduce your response time on social media:
Connect All Your Social Media Profile to One Single Social Media Management Platform
The first thing you can do to quickly respond to your customers and keep your response time short is to use one social media management platform for all your social media profiles. By connecting all your profiles on one single platform, you can easily reduce your response time. For example, tools like Hootsuite, Sprout Social, and Buffer allow you to manage all your profiles from one single platform very easily. As a result, you never miss any of your customers’ messages, mentions, or queries, which ultimately help you to respond to them more quickly and efficiently.
Create Standard Replies for Frequently Asked Questions or Queries
If there are some questions that your customers ask very frequently, you can create standard reply messages for these questions. It will not only help you save lots of energy but will also help you to respond to your customers more quickly. So, make sure you have created standard message replies for your frequently asked questions
Make Sure Your Customer Reaches You at the Right Place
By creating a customer support profile on a social media platform and assigning that profile to your customer support team, you can easily respond to your customer’s queries and questions in a more efficient manner. But creating a customer support profile on social media is not sufficient. You must ensure that your customer’s queries are answered on time. To make your customers aware of your customer support page, you can mention it in your Twitter bio, Instagram bio, Facebook “About Us” section, mails, etc.
Chatbots are software programs that can respond to your customer messages based upon their input in the chat. These chatbots help your customer engage with your brand even when you are offline. As a result, you will have more happy and loyal customers for your business. Besides, you don’t have to be a programmer to set up a chatbot for your brand on social media.
For example, you can use platforms like many chats and chat fuel to create a chatbot for your Facebook page. These platforms are very easy to use and can easily set a chatbot for your Facebook profile in no time.
Prioritize Your Messages and Set Standard Response Time for Them
It is another great tip that you can use to reduce your response time. By prioritizing your mentions and messages, you can easily identify customers who require your urgent help and respond to them as soon as possible. Whereas for not so urgent messages and mentions, you can define standard response time. But make sure you don’t make them wait for a long time. Otherwise, you might make them angry, and no business can afford to make his customer angry.
As you can see, there are many ways through which you can reduce your response time. Make sure you use these tips and ensure that your customers do not have to wait for a long time to hear back from you. If you like the tips mentioned in this post, let us know about it in the comment section below.
Aida Williams is a creative person who has been writing blogs and articles about cybersecurity. She writes about the latest updates regarding office setup and how it can improve the work experience of users. Her articles have been published in many popular e-magazines, blogs, and websites like norton.com/setup.