This article from Sprout Social gives an interesting insight into the things we should be focusing on, in terms of social media, in 2016. 

They have highlighted some interesting figures relating to the response time customers expect on social media. With almost half of people (from a Social Habit report) expecting a response within 60 minutes, and over half still expecting a response whether the office is open or not! 

These figures are extremely important, and shouldn't be ignored - as we know, a lot of people take to social media to complain / post something negative... Let's not make them angrier than they are already!