Six hours is a long time to wait for an answer especially if it is a pressing consumer issue
(PRWEB UK) 8 February 2013
A recent study has revealed that 70 percent of brands are ignoring questions posed by consumers on micro blogging site Twitter. The study also found that those who did answer questions were taking longer to do so taking an average of 6 hours before replying at the end of 2012, compared to 5.1 in quarter 3 of last year. The findings may indicate a higher demand by users – more questions to answer takes more time or it could indicate an increasing neglect of social networking sites. Statistics also indicate that an increase of questions answered on Twitter has increased, concluding that although it is taking longer more questions are being answered compared to the beginning of 2012.
SEO Positive Managing Director, Ben Austin responded to the findings, ‘Six hours is a long time to wait for an answer especially if it is a pressing consumer issue, yet if more people are asking questions and a higher value of them are being answered using Twitter, then it is more likely to take longer.’
Jan Rezab, CEO of Socialbakers added, ‘Customer care is an important part of social media success and there is huge room for improvement…brands (should) invest resources into customer care and become socially devoted on Twitter.’
Such findings highlight the importance of social media and its ability to affect a brands image.
SEO Positive continues to follow social media studies and the measuring of their impact.
SEO Positive was established in 2007 in Chelmsford, Essex with the aim of bringing effective yet affordable online marketing services to companies from all industries and backgrounds. The company offers a huge range of services including search engine optimisation, Pay Per Click account management, social media marketing and website design.