Not all social media users are convinced that the connections and relationships with companies in social networks will be more than just a passing fashion, but still are hoping that this new communication channel is established two-way.

According to reveal the results of a study by Conversocial, and for a survey on the attitudes of users to companies that did not respond to questions on Facebook and Twitter, most said would feel less angry at the lack developed response, including 25% who say they would not do business with those marks. At the same time, nearly 28% said they understood that companies do not have time to respond to all consumers.

However, brands could have an even bigger problem if potential customers see that other consumers have had no response on social channels. Only 11.7% said they would not care or would take into account this aspect, while the rest at least postpone making a purchase from a company that ignores inquiries and questions raised by its customers.

InboxQ, meanwhile, found in another report that users, who make a question mark on Twitter and get no answer, have a very high purchase intent. Conversocial also asked users to be talked about the main reasons to follow a brand through the various social media. The most frequent answer is usually that follow a brand to keep up with offers and discounts, but yet most agree that customer service is vital and these channels facilitate it.

Brands with some experience in social media, you know that sometimes it is not necessary to answer each of the negative comments received through various channels, but also let him make hardcore fans or defenders of their own brand. However, the leave pending specific and relevant issues, user issues with specific issues or complaints unanswered, could eventually prove to customers certain passivity and neglect by the channels where it is assumed that everything is based on dialogue and conversation.

It’s okay to let loyal customers are those who defend us at times, but we must be always aware of everything that happens to provide excellent customer service. It is here where the real power of an answer!

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