May 9 Posted 2 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.
November 24, 2015An exclusive, live webinar on November 24th at 12pm ET/9am PT Description coming soon.
November 17, 2015An exclusive, live webinar from Social Media Today on Tuesday, November 17th at 12pm ET/9am PT. Description coming soon.
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