While many people still like calling a customer-service line for help or information, a growing portion of today's consumers has discovered the power of using social media to stay connected with companies. In fact, one survey found almost 70 percent of consumers have turned to social media for support.
One of the primary reasons people are choosing this route is speed. A survey of social media users found 67 percent expect a reply in one day or less, and 42 percent of that group expect a response in under an hour!
It might seem like a lot to deliver, but it's worth the effort: companies that ignore social media requests see a churn rate that averages 15 percent higher than those that respond. Plus, companies that engage and respond on social media end up with customers who spend 20 to 40 percent more!
Here are a few social media best practices for your healthcare marketing, so you can meet that one-hour expectation.