In today’s world, we expect instant information, especially on social media. A recent survey showed that customers who contact a brand via social media channels expected to get a response within one hour.
Millward Brown Digital, a market research firm, conducted a survey showed that 53 percent of customers who tweet a brand expect a response within one hour. That goes up to 72 percent if they are referencing a problem they are having. Customers who don’t get a prompt response got mad and felt they were being ignored!