Brands Answering More Fan Questions on Facebook, but Taking Longer to Do So

Consumers are increasingly turning to social media for their servicing needs, and brands are steadily becoming more responsive to their inquiries. According to Socialbakers’ latest quarterly “Socially Devoted” report, brands responded to 60% of questions posed to them on Facebook during Q1, up from 55% the previous quarter, and almost double the 30% from Q2 2012. That increased responsiveness came amidst an increase in questions asked by fans. (more…)