Companies dread complaints on social media. When they see a bad review on Facebook or Twitter their first instinct is to ignore the comment in the hopes it will go away. However, statistics have shown that if you respond promptly to a negative social media comment it can become a positive for your company. Earn
These days, instead of complaining to a restaurant manager many customers voice their complaints online with sites like Twitter, Facebook, blogs and review guides. In some cases, they actually do this during their meal, taking a photo of an unhappy meal or experience and immediately sharing it with dozens, hundreds or even thousands of friends.
Today, the Internet offers businesses a powerful medium for identifying and solving customer service issues. It allows businesses to leverage new tools and methodologies for both customer feedback and response, allowing for almost immediate response to customer service issues. Mistakes are a critical part of every business service, even the best run operations can never
Consumers are increasingly turning to social media for a wide variety of tasks including product and service related feedback. This feedback includes online reviews, service complaints, product defects, suggestions and general inquiries. Multi-channel customer service and support, which includes the increasingly important social media platforms, often creates significant challenges for companies as they must retrieve,