Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement is the theme for today’s new infographic. It was provided by Social Sprout from their “The Social Customer: Highlights from The Sprout Social Index” report. This in-depth report looks at over 160 million inbound messages from 20,000 brand Twitter accounts and Facebook pages. Data was collected from 15 different industries. Read on for the top 7 findings and recommendations.

Top 7 Findings:

• Customers engaging with brands is definitely on the upswing.


• User engagement is growing nine times faster than social networks like Facebook and Twitter.


• When it comes to engaging with consumers, both the entertainment and utility industries are growing the most.


• Engagement performance and response times vary from industry to industry. Business services and utilities have the shortest response times. Banking/finance and utilities have the highest response rates. The real estate industries could benefit the most being second-to-last in both response time and rate.


• Overall response rates are dropping significantly and a whopping 80 percent of all customer inquiries go unanswered. This leaves much room for improvement as many adults have social media accounts and look to social for customer care.


• On average brands receive 3 inbound requests per month from Twitter for every 2 they get from Facebook per 1000 fans or followers respectively.


• Average response times to customer inquiries for brands are on the rise and needs to be addressed this year.

Top 7 Recommendations:

• Build your social team to be responsive.


• Include your most experienced customer-facing staff on the team.


• Use the right software tools.


• Determine which metrics are most important to your business and use them.


• Make sure your replies are conversational not overly promotional.


• Enable the appropriate departments inside your business to share tools and data.


• Be careful about prioritizing certain customers above the rest. Hire additional resources to handle the volume.

See also: Social media monitoring tools (Infographic)

“The Social Customer Infographic” by Sprout Social

Do check out: Social media monitoring tools (Infographic)

What methods does your company use to manage social customer care and engagement?

Leave a comment and do share.

Resources

http://ift.tt/1dNTQqt

http://ift.tt/1iHOX6T

(Infographic source: Sprout Social)

Related posts:

1. Social media monitoring tools (Infographic)


2. Social media business intelligence


3. Top 5 free social media monitoring tools

Best car brand on social media [INFOGRAPHIC]

Best car brand on social media [INFOGRAPHIC]

The best car brand on social media was determined using seven criteria across three top social media networks. The top 10 Facebook fan pages were looked at and ranked by number of fans and engagement rate. The top 10 official Twitter accounts were ranked by followers and engagement as well. And the top 10 official YouTube accounts were measured for subscribers, video views and nuber of videos uploaded.

Overall Audi came out on top for two of the criteria. BMW, Aston Martin, Porsche, Kia, and Toyota won one time for each of the remaining six. You could hand the “king of social media” crown to Audi, but is is too close to tell. Otherwise if you assign a point system where number 1 in a category gets 10 points and number 10 gets 1 point, Audi still wins with 43 points. BMW comes in second with 41 points. Ferrari rounds out the top 3 with 34 points.

See also: Social media content strategy: How to create your posts [INFOGRAPHIC].

Best Car Brands on Social Media – Concept, social analysis and Infographic design by Reputation Radar e Secret Key

Do check out: Social media content strategy: How to create your posts [INFOGRAPHIC].

What is your favorite car brand on social media?

Leave a comment and do share.

(Infographic source: Reputation Radar Photo by Eddy Clio via Flickr.)

Related posts:

1. Best iPhone apps 2013 – best social apps – Part 1


2. Social media content strategy: How to create your posts [INFOGRAPHIC]


3. Social media job search (Infographic)