Most businesses understand the importance of customer service, a necessary component of a successful company. Good customer service is typically shared with friends and family, but word about bad customer service spreads like fire and it can harm your business efforts.
These days, consumers are looking to Social Media to get assistance, in fact 42% of consumers are now using Social Media to express complaints and seek resolutions to their issues.
Additionally, people requesting assistance or sharing a complaint on Social Media expect a response from the business within 60 minutes and 32% will not wait longer than 30 minutes for a response. It gets even more critical during the night, over weekends, or outside business hours with 52% of consumers expecting a response. (Convince and Convert)