Social media can be a great way to garner feedback from your customers, but many companies aren’t taking advantage of this powerful expect the brand to respond within 30 minutes, and 42 percent expect a response within an hour.. An estimated 32 percent of consumers who use social media profiles for customer service inquiries
But research indicates that brands only respond to 11 percent of customers who reach out via social media. And when brands do respond, it usually takes an average of 10 hours. This is a surefire recipe for dissatisfied customers. On the other hand, paying attention to what your customers say on social media can pay off. Here are three tech companies that have benefited from listening to what their customers had to say about their brand on social media.
Samsung: From Galaxy S6 to S7
When Samsung released the Galaxy S6 in 2015, reviewers praised it as the first great smartphone of the year. Consumers lauded its sleek glass and metal body, improved fingerprint reader and camera shortcut key. Still, many S6 users cried foul after Samsung neglected to include some features that were standard on its predecessor, the S5. For instance, the new smartphone was missing a microSD card slot, a feature that had been removed to allow for a slimmer body. Unlike the S5, the S6 wasn’t waterproof – and customers took to social media to voice their demands for these missing features.
Fortunately, when they released the Samsung Galaxy S7 and S7 edge, these features were brought back. The new upgrades once again included expandable storage slots and waterproof casing. Additionally, features that customers liked from the S6 were retained, such as mobile payment capability, virtual reality accessory compatibility and a curved screen for the S7 edge. On top of this, the S7 included new features, such as a dual camera. The resulting combination led to rave reviews for the S7, which was named Phone of the Year by TrustedReviews.com.
Microsoft: From Windows 8 to 10
When Microsoft released Windows 8, there weren’t many happy users. Reviewers complained that the operating system wasn’t optimized for either desktop or tablet devices, producing a mishmash hybrid that wasn’t pleasing for either type of user. One main deficiency was the absence of a start button, removing functionality for desktop users in the interests of promoting a touch-oriented interface. After widespread complaints, Microsoft wisely reintroduced the start button in Windows 10, modifying it to work in tandem with app shortcuts. The result was much happier reviews for the new upgrade, dubbed the best Windows operating system yet by publications that had previously panned Windows 8.
Sony: From PlayStation 3 to 4
When Sony released the PlayStation 3, gamers were excited about the console’s graphics potential and Blu-ray home theater capability. However, its underlying architecture left reviewers concerned. The PS3 used a custom-made cell microprocessor, which game developers found difficult and time-consuming to design. Ultimately, this decision delayed the development of certain games that attempted to make full use of the console’s capability. But when Sony began developing the PlayStation 4, it made ease of development a primary consideration. Toward this end, the PS4 adopted an x86-based chip, the same technology used in PCs and the Xbox One. The result? Reviewers now rank the PlayStation 4 Pro as the best console on the market, ahead of the Xbox One.
All businesses can benefit from the use of social listening to better communicate with customers and prospects. Looking to learn more? Check out AwarenessHub, the ultimate social media software for social listening and sales prospecting.