Brands respond to less than 50% of questions on social media [infographic]

New research suggests that only 48.1% of questions are answered by brands on social media. Although there is significant progress to be made, the 48.1% figure will be...

Airlines are the most socially devoted industry

New research suggests that only 48.1% of questions are answered by brands on social media.

Airlines are the most socially devoted industry

Although there is significant progress to be made, the 48.1% figure will be encouraging to advocates of social customer service. Response rates were only 30% in Q2 of this year and as low as 5% in 2011, so this represents a rapid rise.  Social media analytics company Socialbakers conducted the research and their CEO, Jan Rezab, suggests that if the trend continues we could reach “an almost ideal” 75% early next year.

As the infographic (below) demonstrates, some industries are already well on their way to reaching that figure. The three industries performing particularly well are airlines (69.1%), finance (65.7%) and telecoms (65.5%).

There are also some interesting stats at the lower end, with alcohol brands jumping from 5.2% to 30.8%.

 

Customer care on social media infographic

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  1. Social Media for Customer Service | SEO Social Geek Reply

    […] Brands respond to less than 50% of questions on social media [infographic] | Our Social Times Although there is significant progress to be made, the 48.1% figure will be encouraging to advocates of social customer service. Response… […]

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