DID YOU KNOW that social media surpasses phone and e-Mail as the #1 place that customers prefer to turn when they have a concern about a product or service? What’s more surprising than anything is the response (or lack thereof) that customers receive when they reach out to their favorite brands on social media. Brands reply to only 11% of people who genuinely need a response –a percentage that has remained stagnant since 2015.
It gets worse from there. When brands respond to their customers (if they even respond at all), they let their customers hang for an average of 10 hours, even though most people asked would consider 0-4 hours a reasonable response time. We take customer care quite seriously. As a matter of fact, it’s always been our top priority. So, how do our response metrics stack up against the industry standards? As it turns out, we are pleased to say that we are way ahead of the curve!
Month to month, we rank anywhere between the 99th and 96th percentiles for our response rate to customers. During our business hours, our response times on Instagram, Facebook, and Twitter average just 33 minutes! Not only do we listen and respond, but we also resolve issues as quickly as we can. Don’t just take our word for it– check out some of the feedback we’ve received on social media from some our fantastic customers:
“Enormous shout to Across International. Someone was clumsy in our lab and put us out of business. Less than 28 hours after sending the SOS, the part had made its way across the entire country from NJ to CA, and we were up and running again. Absolute domination on the customer service. Many thanks to Across International!”
“I can’t deny that any problems I’ve had have been dealt with efficiently and professionally. Well done!”
“Across International really is fantastic. Your reps are awesome!”
“You guys are on point with customer service, for sure.”
We are always happy to interact with anyone interested in reaching out to us on social media. Our social media department is available between the hours of 9 AM to 5:30 PM EST, Mon-Fri. If you need additional assistance outside of those hours, we are also available at the following, from 9 AM to 9 PM EST, Mon-Fri and 10 AM to 3 PM PST on Saturdays in our NV location.
e-Mail: firstname.lastname@example.org (general inquiries, order status, etc.)
email@example.com (technical support, warranty info, etc.)
firstname.lastname@example.org (pricing, customizations, quotes, etc.)