Social media complaints are a big deal. If you don’t take the time to address them, they can spiral out of control and result in one or two-star ratings on your business’s social profile pages. Luckily, there are some things you can do to make sure that doesn’t happen! Check out these 5 tips from digital agencies in Dubai for responding to social media complains so that your company has better luck with its customer service.
Tip 1: Address problems immediately
For starters, it’s important to address complaints as soon as they come in. If you wait too long, the problem could get worse – and the customer might take their frustration out on your social media pages. Reply to comments and messages as quickly as possible so that the situation can be resolved swiftly.
Tip 2: Make sure you have a plan for addressing complaints before they happen
That way, you’ll know exactly what to do when they do come up. And you can easily identify any trends so that your staff avoids making the same mistake twice.
Tip 3: Make sure people know what to expect when they complain on social media
Customers want to feel like their concerns are being heard, but it’s important not to overdo it. If you give them too much information or keep apologizing for things that aren’t actually broken, then they’ll start feeling frustrated and take their complaints off of social media – which is exactly where you don’t want them! Just address issues quickly and politely in order to avoid this outcome.
Tip 4: Don’t just apologize; explain how other customers will benefit from the change
As per a social media agency UAE, if a customer complains about an inconvenience caused by something new at your business, make sure to explain why the change was made. Then, follow it up with a statement about how learning more about the situation will help you improve your service so that other customers won’t have this same problem in the future.
Tip 5: Be sincere
If your apology or explanation comes off as insincere or disingenuous, then people are going to see right through it and they’ll lose trust in your business – which is never good for social media ratings! So make sure that when you’re apologizing for complaints on social media, there are no hidden messages behind what you say. If something feels forced or false, rethink your approach before replying to comments.