February 11, 2021

Social Media go-to-guide for Responding to Customers` Feedback

Gone are the days when feedback was made with a letter, in person, or over the phone. Consumers are turning to social media 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 a PR nightmare and possible business loss.:

Forecast social media traffic volume and schedule the right staff resources.

According to recent survey results by DMG (Discovery Media Group), 67.4% of businesses use social channels to handle customers` feedback. But shockingly, 41.5% of the same rarely forecast their social platforms’ traffic.
Forecasting is important as you`ll get to know the expected traffic volume and allocate the right staffing at the right time. Experts recommend having 24/7 customer service, which you can easily set in place with the right forecasting.  This will not only save your resources but also ensure that inquiries are handled productively.
You can use manual methods like spreadsheets or a third-party social media management tool like workforce management (WFM) to forecast.

Acknowledge feedback quickly

Customers` feedback, especially complaints, need an urgent response. Remember, in the digital world, reviews are public, and a trending hashtag can change millions of peoples’ perception of your brand instantly. Therefore, the faster you act and acknowledge the feedback, the better. Quick response leaves the consumer feeling appreciated, recognized, and respected, which turns them into loyal customers who will buy from you and recommend others. According to Bright Locals’ recent results, 90% of social platform users trust peer recommendations and product reviews over the brand`s marketing.
It`s advisable to use tools that integrate most social media platforms as it`ll allow you to answer customer`s inquiries more efficiently and quickly.  Here’s a list of some of the most popular social media monitoring tools to start you off;

Respond to ALL Customer feedback

Social media is conversational. Companies should respond to both compliments and complaints. Remember, consumers love your attention and appreciation. If clients spend their time complimenting your staff or praising your product, thank them or like and share their messages. By doing this, it shows you pay attention, and others will be motivated to share ideas. Consumers may also make recommendations that are useful and helpful to your brand.

Know when to take the conversation offline or out of the public domain

It`s best if you would respond to a public inquiry publicly. However, if the consumer turns argumentative, especially with complaints, don`t reply to them more than twice in public but rather ask them politely to sort out the issue offline. E.g., you can have them inbox you their details, converse via email or give them a call. By doing this, you`re not only minimizing their chances of hurting you online but also expressing empathy and resolving the issue more efficiently. If they are uncooperative, walk away. Don`t allow yourself the torture of consumers’ insults. Don`t forget to mention that the problem was successfully solved on the initial comment publicly.

Conclusion

Remember, knowing how to handle questions on social channels effectively is the key to a successful modern business. Feel free to use these tips and call us for more.
Do you use social media for customer Feedback? What are the results? Please let us know on our contact page, we love hearing from you 🙂