Complaint management via social media

Complaint management via social media is very important for many companies today in order to avoid waves of outrage on social networks. However, negative statements cannot always be ruled out. This is about taking the right measures to respond to such comments and complaints. Because by resolving a complaint quickly, the image of your own company can be strengthened in the long term. We would like to show you how to properly deal with complaints on social media platforms and what you can do to prevent complaints.

Investigate critical complaints and comments:

When a complaint is made about your own company via a social media channel, such as Facebook, it is extremely important to respond to it. An initial response within 48 hours may be recommended. First and foremost, it doesn't matter whether the complaint is understandable or not. Customers must not feel unimportant. A direct answer under the corresponding comment helps here. However, you should also make sure that the problem raised is not discussed publicly. To do this, the discussion with the customer can be moved to the private message level within the portal. In such a discussion, the responsible employee must keep the conversation on a factual level in order to find a satisfactory solution for the customer. You should give the user the feeling that they are being taken seriously and that their grievances have been heard. As soon as a solution has been found to the complaint that has arisen, it can be published on your own social media page. It is therefore obvious to interested parties that deficiencies are being handled transparently and that customer satisfaction is a high priority for the company. A big mistake is simply ignoring complaints on social networks or even deleting them on your own site. As a result, customers can get the impression that the company wants to hide something or does not take the customer seriously. In addition, the formulation of a comment requires effort for the user, which a company cannot simply ignore. In the past, this behavior has already led to considerable damage to the reputation of some well-known companies. In the end, this can also have an impact on sales.

Use complaint management as an opportunity:

With the help of good complaint management, a company is able to uncover actual grievances and use them as an opportunity to optimize services or the like. This also automatically increases customer satisfaction in the future and, in the best case, makes it possible to retain customers with the company in the long term. In order to actually benefit from negative comments and criticism, a professional and regulated process is essential. However, well-structured processing does not include granting vouchers or discounts to every dissatisfied customer. If considered, these vouchers must always be sent via private messages. Otherwise, there is a risk that this goodness will be exploited by other users. In addition, displeasure on social networks can be prevented by having a loyal customer base. Loyal and satisfied customers rate your company positively on popular review platforms, such as Google, Facebook, etc. Use your customers to prevent negative PR. With our WLAN marketing package, your customers/patients/guests advertise for you, are happy and recommend you to others.