Consumers are increasingly turning to social media for their servicing needs, and brands are steadily becoming more responsive to their inquiries. According to Socialbakers’ latest quarterly “Socially Devoted” report, brands responded to 60% of questions posed to them on Facebook during Q1, up from 55% the previous quarter, and almost double the 30% from Q2 2012. That increased responsiveness came amidst an increase in questions asked by fans.
While the proportion of fan questions being answered rose in Q1, the average time it took brands to answer those questions didn’t take such a positive turn. In fact, response times averaged 22.6 hours, significantly longer than Q4 2012′s 13.7 hours. Read the rest at MarketingCharts.