So, you have your social media accounts running nicely, your content strategy in place, but what do consumers expect when they raise a complaint through social media?
The clever chaps at econsultancy have reported on a new piece of research from Axonn Media. This is what they found
“ Consumers are demanding better customer service from brands via social media channels than ever before.
The survey of 1,000 consumers found three quarters of people (78%) would contact a brand through social media should they have a complaint.
Facebook was the most popular method of contact (68%), with just under a quarter (23%) using Twitter.
Nearly all of those who had contacted a brand through social media expected a reply from the company involved (98%), with more than half (58%) expecting a response within a day.”
Our advice when it comes to tackling complaints online?
Always acknowledge the complaint publically if necessary you can manage the rest of the process through private messaging.
Time is of the essence reply to the complaint as soon as possible nobody likes to be kept waiting.
If you notice a theme in your complaints this could inform your content if there are questions popping up about the same thing a how to or top tips piece could work wonders.
