An Emplifi survey reveals that nearly 60% of consumers stress the importance of social media responses for customer support, desiring timely, human interactions. A significant percentage expect replies within 24 hours, with one-third wanting immediate feedback. The survey highlights that slow response times can lead to negative brand experiences. Social media has evolved into a crucial customer service channel that demands swift and personalized responses. While AI can help manage basic queries, human involvement remains vital for complex issues requiring empathy and thorough problem-solving.
Nearly 3 in 5 consumers feel it's essential for companies to address support inquiries on social media. They seek fast, human responses.
Customers expect prompt replies across various channels, particularly social media, transforming it from a marketing tool to a vital support channel.
Social media requires speed, visibility, and personalization. Slow responses can severely harm a brand's reputation, with 37% of customers noting this as a negative factor.
AI can assist by handling basic queries but should not replace human support, especially for complex issues that need empathy.
Collection
[
|
...
]