Why social media is critical to customer service success

Your social media outlets can make or break your company with regard to reaching customers and responding to their needs. It is one of the best outlets you have for communicating with customers as well as handling any problems that may arise. The challenge for most small businesses is that when a customer makes contact with you they expect a most expeditious reply. In fact, most expect a formal reply within the hour and certainly before the end of business that day. If you fail, and many do, your brand will suffer. You will not be looked upon a serious company. In fact, HubSpot Research recently found that a whopping 82% expect a response within the hour. Here is the rest of what they uncovered:




-Written by Kevin Sawyer