May 9 Posted 3 years ago
"Customer service is no longer about responding to complaints that you receive, it is about actively listening, monitoring, and engaged with brand mentions online."
While I do agree that how you handle complaints via social media is growing to be more and more vital, I still think the #1 key is to respond in a timely manner. We typically reply within 24 hrs to a customer's complaint, and then handle any issues offline. The customer is usually more concerned with whether or not their issue is being looked into, versus how it's being looked into.
Webinars On Demand
February 16, 2016The following is the webinar archive for "Storytelling Gone Wild: The Key to Creating Viral Content." This webinar originally aired on February...
February 09, 2016The following is the webinar archive for "Social Listening: Harness Marketing Insights from Consumer Conversations." This webinar originally air...
February 05, 2016Facebook contests and campaigns are powerful ways for brands to engage with customers in social. They encourage social sharing, spur user-ge...
December 15, 2015New Research to Drive Smarter Social Strategy It’s no secret that social moves fast. So our research and analytics team mines social data,...