The constant connectivity of social media inspires an almost implicit expectation that, if you have a question, someone will respond to it. Customers are watching social media feeds in real time, leading them to logically conclude that, should they need to ask something, they should get a response in real time.
That’s not always the case (or even possible.) But brands are getting there, with recent studies tracking social media customer service response time. You can bet that if it’s a metric worth ....