A recent Hubspot poll has shown that 90% look for an immediate response from a brand when they have a customer service question. 82% of customers expect an immediate response to a sales or marketing questions and 90% expect an immediate response to a customer service issue. When not handled properly, these questions can have a very bad effect on a brands reputation online. This is how to turn a negative into a positive on Social Media.
The internet is littered with brands who do not look after their online reputation by managing their social media channels effectively. Every brand (and company) has days when things do not go as well as they would wish. You may be short staffed due to Covid, you may have technical issues, etc… and your customers will take to social media to ask questions and if they are not answered these questions become complaints… very public complaints. If not dealt with these public complaints can be very damaging to your online reputation.
So how do you manage this effectively and turn complaints into compliments. The first step is to answer all consumer questions on social media as quickly as possible. Recent studies show that consumers expect an answer within 10 minutes. While this may not be possible for a small brand or business, you need to answer all social media questions as quickly as possible.
When a customer has an issue and posts it on social media, do not look on this as a negative. Look on this as an opportunity to show just how good your customer service is. Deal with the issue on hand and take that customer from a place of pain where they are writing negative things about your brand online to a place where they are praising your staff for dealing with their issue so well. The only reason they posted in the first place was they had a problem, when you fix their issue for them they are happy and they will thank you for helping them. This becomes a virtual testimonial for all of your future customers to see that your brand values their customers and customer service.
Most importantly, if you have a crisis withing your brand (staff all out due to COVID) then use your social channels to keep your customers up to date. They will understand if you keep them informed.
Contact me for a Free 30 minute consultation to discuss all of your social media requirements.