Social networks have created a borderline between how customers and companies communicated in the past and what it is currently happening: from the Facebook and Twitter launch, both actors are able to interact without intermediaries.
Although this landscape seems a paradise, there is a big challenge related to the time that people have to wait before receiving an answer. A recent study conducted by Havas Worldwide, says that customer expectations of being talked back online are higher than in the past, and also a late answer produces a negative impact on branding. In fact, 48% of respondents say they are disappointed when they don’t receive fast information by companies, and this rate increases up to 54% between the ages of 18 and 34.
According to Socialbakers data, on the first quarter of this year companies have taken an average of 6 ½ hours to respond via Twitter, while on Facebook 12 hours. We should say that organizations have to face a big challenge: not do wait the online customer. Why? Because social networks answers should be immediate and quick and they wouldn’t take more than 60 minutes.
Nowadays, to achieve this goal is simple thanks to the raise of the Virtual Agent, a websites and social networks solution that allows you to interact simultaneously with many people, without waiting time. This is a pre -programmed software that delivers real-time responses, eliminates waiting times and increases customer satisfaction .
Does it work?
Because this solution is offered under the SaaS system, in order to implement a Virtual Agent it is not required a large investments, even for SMEs. Also, not do wait customers through digital channels has many advantages:
Loyalty: 7 out of 10 people have a good interaction with the online customer service
Sale Increases: 42% of respondents say that when they receive a good service, they are going to buy more and more
Branding: Most people, who receive good and quick online answers, recommend the service to their friends
In the Web 2.0 World, it is not enough to have a great website, or Facebook and Twitter accounts. It is only necessary to create a strategy and implement solutions for attending customers anytime and anywhere.
