Despite these top benefits, just one-third of UK marketers found that real-time social media engagement was useful for increasing customer retention and loyalty.
Interacting with consumers in real time may be beneficial when it comes to fostering relationships, but it’s not easy, with UK marketers citing many challenges. More than three in five respondents said managing engagement outside of normal working hours was a top challenge, the No. 1 response. Consumers use social media before and after the workday—and they may expect brands that respond to them in real time during the day to do the same in the early morning or at night. Read the rest at eMarketer.