We've all experienced the frustration of being ignored by sales assistants. Sometimes we want to browse without being bothered - of course it can also be a question of culture. We may need to just accept a different level of service in some contexts.
What about these customers and their cheeky condiment note?
Their patience exceeds ours -- 30 minutes is an eternity to sit at a lunch counter. In the real world, you can (hopefully!) assert yourself to get someone’s attention, but the online world is different. Once you've sent your comment, submitted your form or fired off your email, what comes next? Too frequently, you just wait. If the business you’re trying to get in touch with shuts down their community support after hours, it could be a long wait.
We all aim to put our users first, but it can be hard to make this work. Consider an ongoing crisis - the global pandemic of 2020 gave us some pretty stark examples of the dangers of failure to communicate with audiences effectively. Your company/institution needs to first establish an acceptable response time for your customers/community members.
Here’s some very interesting research done by Rich Millington and his team over at Feverbee. They found a direct correlation between the time it takes for a new user to receive a response, and whether or not that user will make a second contribution to the community.
As an example, if your users are coming to you for mental health support, how might it impact their experience to have to wait for a reply? The challenges can seem daunting but we are here to help. If your team is falling behind and over-stretched, StrawberrySocial has the answer.
We can guide you through establishing the level of service you want to offer online - whatever your industry. Our social media and community management professionals will ensure this level is maintained, accustomed as they are to tailoring their work to meet the unique needs of each client.
We specialise in charity work where empathy is vital and our teams are trained in applying discretion to sensitive issues. Their work is regularly checked to ensure our clients receive the best possible service. Our efficient handover methods guarantee our clients comprehensive coverage, 24 hours a day.