Does your brand receive numerous queries and complaints on social media? Are your agents struggling to track and monitor complaints across various social media channels? Don’t worry, we’ve got you covered.
Customers use social media to engage with companies, ask questions, and provide feedback on products and services. It’s crucial for companies to manage these social media interactions effectively to maintain customer contact and build trust.
What is social media customer service?
Social media customer service refers to handling complaints and queries coming from different social media platforms like Facebook, Twitter and Instagram. When brands respond and resolve the queries coming from these channels, it adds a sense of personalization in the customer service experience for the customers.
Kapture’s omnichannel feature allows you to integrate with social media platforms, consolidating inquiries and complaints from multiple sources into a single, unified platform.
Impact of Social media complaints
Social media has revolutionized how businesses interact with customers, demanding speed, simplicity, and transparency. Public complaints on social platforms can tarnish a brand’s image if not addressed promptly. However, effective social media management can enhance customer service and overall brand perception.
According to research from Convince & Convert, 42% of consumers expect a response to a complaint on social media within 60 minutes, and nearly one-third expect a response within half an hour.
Ticket management software makes sure that you don’t miss any complaints or queries coming through social media platforms with the help of their omnichannel feature.
Effective Strategies for Managing Social Media Complaints
“Customers who engage with companies over social media spend 20 -40% more money with those companies than other customers” – Bain & Company.
We all have heard the saying, “bad news travels faster”. Just like that, the negative comments left by the customers have more impact on your business than the positive ones. It is always better to have strategies to handle social media complaints in order to be the best in the game.
Handling customer complaints positively and wisely can help in retaining customers and increasing brand loyalty. While complaints are now exposed to a broader audience, sometimes drawing unfavorable attention, organizations now have more options to assist and connect with consumers, potentially turning them into champions.
Reasons customers leave and move to other brands with respect to social media responses
The following tips can help you handle queries and complaints you receive through social media in a better way.
1. Be fast for the “furious customers”
Customers often vent their frustration on social media when they don’t receive a satisfactory response from a brand. This “escalation from irritation” can lead to viral complaints, damaging a brand’s reputation. Promptly addressing these complaints should be a priority for customer service teams. Customers expect quick responses from companies, making it essential to have tools that help monitor and manage social media interactions effectively.
2. Reward them publicly
“Action speaks louder than words”
Show your customers that you value them by rewarding them with offers and discounts for the gap in your customer support. Issue a public apology to them on social media and offer them with a reward which makes them feel valued.
3. An offline one-on-one conversation
When a consumer decides to complain about your company on a social media site, he is at the peak of his rage. Keeping that in mind, it’s best to have the talk in a private setting, such as sending a direct message, an email, or a personalized phone call. Taking the chat offline and one-on-one can assist to ease the situation for both you and the consumer.
4. Personalize the experience
We’ve all encountered a website where customer service is simply an automated bot repeating the same messages over and again. We’ve all experienced how aggravating it can be, right?
When a dissatisfied consumer contacts you on a public platform, they want you to remedy the problem right away. An automated response may enrage the client, thus it is always preferable to assign an agent and gain insight into the problem they are experiencing.
5. Follow up the issue
A pleasant and positive response to the customer’s comments might be the first step in making them pleased. The second step is to follow up and determine the nature of the customer’s complaint. You must ensure that the customer’s problem is solved in the quickest way possible.
This demonstrates that the company values its clients and does not take their problems for granted.
6. Never delete the negative feedback
Deleting the negative feedback which came on a public platform can be a disaster for your brand. It will indicate that you don’t value your customers. Instead of deleting the feedback, try getting in touch with the customer and understand what went wrong and how you can improve. This can help in building a sense of trust and belief among the customers for the brand. It also helps in retaining customers.
The role of CX in handling social media complaints
Companies are using social media platforms to engage with their customers to give them a more personalized experience. It can be hard to track complaints or appreciation coming individually from each and every social media platform.
According to a report by BigCommerce, about 67% of consumers are seeking resolutions for issues through Twitter, Facebook and other social media networks.
CX systems can simplify your agent’s workload by integrating all platforms into a unified interface. This facilitates tracking complaints from any social media channel. There are numerous benefits to using a CX system for monitoring your social media engagements.
1. Never miss customer’s feedback
When you have a smart CX system implemented in your organization, your agents will never miss any feedback coming from any social media platform. It ensures that all the feedback and reviews coming on different social media platforms are brought to a single space. This makes it easier for the agents to track and handle complaints coming from multichannel social media platforms.
2. Better engagement
Your agents can engage in a more personalized way when they can see and reply to the queries and complaints coming through social media platforms via a single platform. Kapture’s One Suite allows your agents to see the past engagements and the order history of the client which helps them to give a more personalized resolution to their customers.
3. Faster response
A delayed response can escalate customer frustration. It’s best to respond immediately or as soon as possible, as customers expect prompt attention to their messages.
Kapture’s One Suite categorizes issues based on keywords from consumer submissions on social media platforms, assigning them to the most suitable person for resolution. With this tagging system, agents quickly grasp the issue and can provide faster resolutions.
In conclusion, social media customer service presents both challenges and opportunities. By implementing the strategies outlined above and leveraging the power of CX systems like Kapture, your business can effectively manage social media complaints, build stronger customer relationships, and ultimately, enhance your brand reputation. Remember, a satisfied customer is your best brand advocate, and social media provides the perfect platform to showcase your commitment to exceptional customer service. So, don’t let negative feedback silence your brand’s voice. Embrace it as a chance to learn, grow, and connect with your customers on a deeper level.
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