Why customer communications matter

Effective communication with customers on social media is vital for businesses. You probably don't need proof, but anyway:

• Timely customer communications increase spending: Customers spend 20–40% more with companies that respond to social media inquiries.
• Response expectations: 40% of consumers expect a response within an hour, while 79% expect one within 24 hours.
• Customer retention: Businesses that do not respond to social media inquiries experience a 15% higher churn rate.
• Brand advocacy: Responding to complaints can lead to a 25% increase in brand advocacy.
• Sales influence: 76% of social media users have purchased something they saw advertised on these platforms.

Source: Sproutsocial (https://sproutsocial.com/insights/social-media-customer-service-statistics/)

However, maintaining timely and efficient customer communications isn't an easy task. It requires resources and attention from your personnel.

Companies invest significant time and money in maintaining effective customer communications. Here are some objective figures:

• Time Spent on Communication: Leaders spend about 80% of their workdays communicating. For businesses with around 100 employees, this translates to an average of 17 hours per week spent clarifying previous communications, costing approximately $525,000 annually due to inefficiencies.
• Response Times: The average response time for customer service emails is around 12 hours and 10 minutes, while customers expect much quicker responses—about 45 seconds for live chat.
• Customer Experience Investment: Companies earning $1 billion annually can expect an additional $700 million in revenue within three years by investing in customer experience.

Source: Sproutsocial (https://sproutsocial.com/insights/social-media-customer-service-statistics/)

That is why any automation of customer communications matters. Even for relatively small businesses with 10 employees, Freebby is able to save up to 120 hours a month on customer communications, which is close to a full person-month. In other words, the cost of customer support in this case can be estimated at 2,000–4,000 EUR a month.

Freebby can handle up to 90% of all customer communications, saving thousands of euros or dollars for businesses each month. What's additionally important is that Freebby's assistant answers in seconds and is ready to communicate 24/7.

Let's not forget that Freebby is an omnichannel technology, it can work with WhatsApp, Telegram, Instagram, X, and other channels.

Of course, when discussing such automation, we should not forget about integrating other tools into this process, which is usually called RAG (learn more about RAG). Freebby is great for integrating with other tools such as CRM, accounting software, back-end databases, and so on. Moreover, you can automate sales processes like issuing payment invoices or accepting payments.

If you're not using any level of automation in your customer and sales communications, we suggest you give it a try. It is easy, safe, and fun!