Healthcare Marketing: Customer Service Expected Component of Social Media

Almost half of Facebook followers of your brand expect a customer service component.

Consumers are expecting brands to provide customer service options in their social networks.  A survey conducted by Oracle found that online users of social networks expect pathways to customer service from the social media site.  The expectations include click thrus to customer service departments and instant messaging.

Forty-six percent of Facebook users expected brands to provide customer service options through the social network.  Twenty-nine percent of blog followers expected customer service options compared to just seventeen percent of Twitter followers.

Not only do consumers expect customer service options, they also expect quick responses.   Over half of Facebook users and eight out of ten Twitter users expected responses within 24 hours or less.  Social media is always on and responses to concerns and issues are expected quickly.

The most common reason to follow or like a…