Lane Sutton says, “Today, people expect a lot of brands on social media — studies have shown that 42% of consumers expect a response within one hour when they contact a brand on social media. That’s an incredibly demanding turnaround time, especially if you’ve got a lot of other things on your plate.

The good news is, companies that are successfully using social media for customer service are reaping the benefits. According to NM Incite, 71% of consumers are more likely to recommend a brand that provides a quick and effective response on social media — and we all know that people are much more likely to purchase something when someone they trust recommends it to them”.

Does Customer Service Actually Work on Twitter? 5 Brands That Do It Well

HubSpot

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