There are several reasons why customers may feel motivat to file complaints on social mia. After all, the reasons vary depending on the type of company and service provid. Among the main complaints, however, it is worth mentioning:
ineffective or poor quality service;
product defect or malfunction;
problems with SAC;
undue charges;
Sending the product or performing the service
Even if the main reasons for complaints are known, the ideal situation is for the company to be aware of internal problems. This can be done by surveying the main complaints, both on social mia and through customer service channels. This way, it is possible to work preventively and, if this is not possible, establish standards and train teams to deal with complaints.
11 tips for dealing with complaints on social mia
Check out our tips for dealing with complaints on social mia now.
1. Constantly monitor social mia
Being present on social mia and sharing content that is relevant to architect data your audience is an important step. However, there is no point in distributing content if you do not monitor what your potential customers have to say about the brand. Therefore, perform a daily analysis of the inboxes of the profiles you have available, in addition to periodically checking complaint websites.
Expressing dissatisfaction is not always
A negative thing, as long as you offer assistance to the person who is having a problem. Therefore, understand what is happening and refer them to the appropriate department.
2. Use automation platforms
It is important to measure and classify what channels and platforms does she use? the comments whatsapp database brazil that mention your brand on social mia. This practice helps your company to What are the common reasons outline efficient strategies according to the view that your audience has of the business.