GoResponse Telephone Answering Service Staff

Social media complaints require different approach

Complaint button keyboard with pen icon.Complaints procedures are part of any call centre’s operations. However, as the number and type of social platforms continues to evolve, it is important to recognise that the way complaints are dealt with may need to change. This is particularly true on social media, where consumers are driven by real-time demand and require much faster response times.

Traditionally, telephone answering services only had to deal with complaints over the phone or through the post. However, social media has become a great way not only for consumers to complain directly to brands, but also to spread their negative feedback to others. This is why it is so important to take a pro-active approach to deal with problems swiftly.

Across social media, call centres must be quick with their replies to complaints in order to prevent people from getting even more frustrated. In addition, even though it is essential to use good English skills, responses on platforms like Facebook or Twitter need to be less formal than they would be via email, for example. There are also instances of customers using threats online, such as telling brands they will expose failures across social media to increase potential brand damage. In such cases, it is extremely important to quell any anger and focus on providing an optimised and positive consumer experience to prevent bad publicity.

Understanding the differences between traditional complaints procedures and those needed for online situations is important in the digital era. For companies that get it right, negative experiences can often be turned around for the benefit of the customer and the brand.

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