Communication Is Immediate
When people are upset, or when they need answers to their questions, they want a response right away. They don’t want to wait 24 hours for their email to be read, sorted, and responded to. They don’t want to wait on hold for 30 minutes.
One of the most beautiful elements of social media is its immediacy. The minute somebody makes a post on your Facebook wall or a post mentioning your brand, your admin will receive a notification to take action. This is also a slight vulnerability—customers expect immediate responses when posting on social media, so if your response team isn’t prepared, it could cost you—but if you can respond within minutes of the original post, you’ll be able to make your customer very happy. This is especially effective for customers dealing with an urgent problem, such as a flight delay or a technological malfunction before a presentation.