“Historically, customer expectations for phone support are far different than those for email support. When you use the phone, you expect a synchronous response – even if hold times can become excruciatingly long. Email is different. You send a support email (or fill out a contact form), and you expect a response in a few hours, or a day or so.
But what about social media? Are our expectations for response more urgent and similar to phone, or less urgent like email? We decided to find out, and our findings paint a difficult and resource-intensive picture for business.”
“Quick note on methodology: This isn’t some ‘we asked 42 people’ survey. The respondent base – just the people who HAVE reached out to a company for support via social – is 690 persons from a sample of over 3,000 American social media users. Real data = real answers for your business.”
This article is by Jay Baer on the Convince & Convert blog.