Opening hours/Service times question reply templates

Frequently Asked Questions

• Should I put opening hours in my social media profile?

  Yes – if your service times are limited, you should inform your customers about the hours you’re able to assist them. It’s best to put this information in the profile description. You can also include those times in a message window on Facebook. If there is any customer service channel available outside of your social media opening hours, you can also inform clients about it and let them know how to reach that available contact method.

• How quickly do customers expect a response on social media?

  When it comes to social media support, customers generally expect promp responses. Around 40% of customers expect a response within one hour, and around 32% expect a reply within 30 minutes. These expectations, however, very depending on factors such as the urgency of the issue, industry, and the specific situation.

• What is the average response time on social media?

  The average response times can be influenced by factors such as the size of the company and the resources available for managing social media communication. However, research suggest that the average response time ranges from a few hours up to 24 hours. Companies shoul always strive to respond as quickly as possible to meet customer expectations and maintain a positive brand image.

• Should I provide 24/7 social media service?

  It’s not necessary for most businesses. However, if your brand operates globally and your customers are based in different time zones, it would be wise to have at least a few customer service reps working different shifts. Not so long ago one international airline surprised its users by stating that they only provided social media customer service between 8 am and 4 pm in the EDT time zone, which was not really acceptable for that type of global business.

• What are the typical social media customer service hours?

  There’s no universal rule for that. You should make this decision based on your staff’s availability (longer service hours mean higher salaries for customer service agents) and your customers’ activity. For example, if you notice that your followers are most active during “regular” office hours from 9 to 5, it’s logical to provide social media assistance during that time.  However, if your customers prefer to contact your brand via social media in the evening and don’t submit many inquiries in the morning, it would make more sense and be more convenient for your users to provide social media assistance in the evenings.