Locally, there are Twitter accounts for most of the big banks - even 'Beep bank
' has a strong following.
And the pace of social media
usage by the US financial industry has begun to rapidly accelerate, says Reuters
This is great news for consumers, as they can expect almost instant responses when they make a comment in the social media
That's why more and more companies are now getting employees to run social media
accounts on the company's behalf, says FSP Business
This has revolutionised the time it takes to get a response from corporates… and this is what companies are concerned about.
The most important reason to put a social media policy in place…
We expect a response to emails within 24 hours, but the social media
response time is much shorter – if you take more than two hours to reply, you'll face a stream of complaints as the customer gets all and sundry on board to fight his case online!
That's why it's so important to have a clear social media
policy in place, so you employees have a good understanding of what's expected of them when they venture into the social media
The best way to reply to a customer query over social media
If you receive a query or complaint over a social media
channel like your company's Facebook page or Twitter account, you should reply immediately, even if you don't have an answer.
Thank you customer for contacting you and mention that you'd like to take the discussion offline – this buys you a bit of time.
Ask for their email address or phone number, then make sure to contact them within two hours with a response, once you've had time to look into the problem or research the answer.
Simple as that.