The creation of social media accounts for your business has changed the way customers can interact with your company, both negatively and positively. The days of sitting on hold to speak to a customer service representative are long gone. These social channels have become the place your audience comes to learn about you, ask questions of you and complain about you. This is the age of immediate gratification; customers want answers and they want them quickly.
Media Post compiled these statistics from Dimensional Research that show just how much consumers use social media to express their opinions of brands:
Unfortunately, along with waiting on hold and standing in line, the privacy of consumer complaints has disappeared, too. Once one of your dissatisfied customers leaves an upset comment or tweet, your whole audience, as well as theirs, can see it and will begin awaiting your response. There are a few different ways you could respond; some will gain you the respect and admiration of your audience and some will cause them to write you off all together. Here are three tactics to avoid when responding to complaints via social media:
The best way to respond to a complaint on social media is quickly and politely. Always remember your conversation with this customer is not private, so keep your audience in mind when typing a reply. Technology has changed the way we all do business—use this to your advantage! Show consumers you care about their happiness when it comes to your business.
Have you had success turning a complaining customer into a lifelong fan of your business via social media interaction? Tell us about it in the comments!
Courtney Moser is an Associate at Kuno Creative. She applies her passion for writing and editing to assist in creating content for Kuno and its clients. She loves to read, expand her vocabulary, and write engaging content for multiple audiences. You can connect with Courtney on LinkedIn.
Photo Credit: The New Yorker