Gone are the days when feedback was made with a letter, in person or over the phone. Consumers are turning to social platforms for customer services. Every complaint, compliment, or question is now being publicized. Unfortunately, organizations aren`t able to keep up and 81.5% of customer questions go unanswered.
So, how do you respond to customers’ questions on social media?Here are some tips and guidelines you can follow to save yourself from PR nightmare and possible loss of business.:
Forecast social media traffic volume and schedule the right staff resources.
Acknowledge feedback quickly
Respond to ALL Customer feedback
Know when to take the conversation offline or out of public domain