Your consumers see your brand as a person who should be ready and willing to interact with them whenever they want. Over 40% of consumers expect brands to respond to them within an hour. By not responding to them, you run the risk of losing current and potential consumers – leading to a decrease in revenue and negative comments about your brand on social media.
When customers submit an issue, be ready to respond by escalating issues to the correct team or department. You can increase your response time by building a response database for frequently addressed issues. The more prepared you are, the faster you can address consumer issues.