The analysis is by Valentina Citati

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But let's take a step back. The data from a recent research show how brands and companies are still lacking in responding to users' questions. Despite the growing tendency of consumers, therefore, to use social channels to interact with companies and organizations, there is a strong delay in social customer care.


Too many missed responses
A study by  Sprout Social collected more than 255 million messages from search russian phone number approximately 119,000 public profiles (of which 66,000 on Facebook and 55,000 on Twitter) reaching truly disturbing results in some ways!

In fact, according to statistics, in the last quarter of 2015 over 80% of user requests were ignored . Furthermore, the response rate decreased precisely in the pre-holiday and holiday period (November-December) in which, logically, messages from fans or followers increased (+21% compared to the previous year). This also indicates a lack of perception and monitoring by companies regarding the behavior of their audience.



Social Customer Care: still not timely. Every day we face the battle of making our companies understand the crucial importance of the attention to be given to the customer, and therefore to their employee, the first online supporter of the brand.