Social media is a public platform. Every time someone writes bad things about the product or services, the whole social media audience can see that.
People will judge you based on several things likes:
How quickly did you respond?
What was your reaction?
What was your customer’s reaction?
How did the whole thing end?
How quickly should you respond?
Seeing a negative review or a comment try to respond to them as soon as possible. Taking an aim to respond within 10 to 15 mints, which can make a good impression, still, if u can’t reply in 10 to 15 mints try to reply within an hour.
According to marketing strategies, 42% of customers wait up to 60 mints and 32% waits up to 25 to 30 mints.
Among those respondents who have ever attempted to contact a brand, product, or company through social media for customer support, 57% expect the same response time at night and on weekends as during normal business hours.
What should be your reaction?
There is one rule to respond to a complaint politely and calmly.
It’s hard not to take it personally when someone leaves a bad comment or a review. It gets even harder when you’ve been doing your best to satisfy your customers and make your business awesome.
Among negative comments, you will find both: dissatisfied customers and Internet trolls. And while you should try to make things right with your customers, you need to get rid of unwanted commenters first as soon as possible.
So, whether you’re talking with an angry customer or troll, make sure you’re doing the following:
thank them for their opinion
Apologize for inconvenience
Encourage them to send you a private message.
Don’t remove negative comments?
If anyone removes a real comment from an upset customer, it can be sure they will come back: louder, angrier and more frustrated. The second thing is that negative comments show that you’re a true, honest brand.
When customers enter to the profile and see only good opinions which could make them think that you’ve made all these comments up. They probably start digging for other opinions on forums and review sites. Sooner or later they’ll find a negative impact and they might choose your competitor because they feel you’re not honest.
How could you solve customer problems?
Once you get in touch with the customer in private, try to handle the complaint with normal way:
- thank a customer for sharing their opinion;
- “thank you for taking the time to write/call them,”
- briefly apologize, in a short “I’m sorry” should do the trick,
- try to explain what happened: be clear, precise and don’t try to excuse yourself if you’ve made a mistake,
- explain what is going to do and when you’re going to get back to them.
By making a customer happy offer them with a small gift or a discount, which can make a good impact on that customer.
What happens on social media stays on Google forever?
Many of those people could be potential customers, suppliers, and partners for your business. Social media platforms provide an open forum in which everyone is invited to collaborate and share ideas, experiences, and interests.
A good reputation on such platforms; such has been the result of posting too much personal and ambiguous information on social networks. We need to understand that whatever we post on social networks will stay on Google forever.
Did you know that 42% of people will tell their friends about a good customer experience on social media?
Also, 92% of respondents reported that a positive recommendation from a friend has the biggest influence on whether they buy a product.
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