Social customer care is a phrase that is starting to make the social media rounds. It speaks to the new awareness that brands have shown regarding their audiences.
Besides Facebook, Twitter is where a lot of the action happens. Companies are getting more and more solicited there. So, if they don’t respond fast enough, they run the risk of losing to competition.
Here is a little tool to help you keep an eye on your own performance — and improve things accordingly. Sprout Social’s Must Be Present scans your Twitter account to show you your average response time. It also tells you how well you fare in your industry, and compared to brands with your audience size and message volume.
My own response rate is at 77 percent, with a speed of 18 minutes. This puts me in the 99th percentile. My industry (technology) is at 39 percent and 17 hours on average, and people with my audience size are at 30 percent and 19 hours. Pretty impressive, right?
What are your results?