Despite being a relatively fast and easy way to reach customers and respond to them, a large number of brands are dropping the ball when it comes to customer support tactics on Facebook. According to a report from Marketing Land, up to 87% of messages from customers from more than 900 Facebook pages were left completely unanswered. Granted, some of those pages had been left relatively stagnant for some time, but the numbers don’t change much even with active pages; only 37% of messages on active pages were responded to. The good news is: when messages were answered, 33% were responded to in less than an hour, meaning when customers got responses, they got them fast. These numbers indicating a huge lack of response are surprising given the relative ease of Facebook as a brand platform. The only real good news about these findings is that it leaves an opportunity for brands to improve their communications by responding to their audience and begin to make an impression. If customers have felt ignored on other brands’ Facebook pages, especially potential competitors, responding to them on your page will make a definite impact that likely won’t be forgotten.
Read the full article here: Report: 87% of Facebook Customer Messages Are Ignored