Not all social media users are convinced that connecting with companies on social sites will be more than a passing fad, according to research from Conversocial, but those that do seem to expect that the connection will be two-way.
The study asked about user attitudes toward companies that left their questions on Facebook and Twitter unanswered; most said they would be at least a little bit angry, including over a quarter who would no longer do business with the company. At the same time, nearly 28% said they understood that companies don’t have time to respond to each consumer.
Brands may run into an even bigger problem, however, if potential customers see others’ questions going unanswered: just 11.7% said they wouldn’t care if they noticed this on a social media page, while the rest would be at least somewhat put off about buying from a company that ignores its customers.
Read more details on this study at emarketer.
Tags: brand, Customer service, Social media, stats
