Dreading another Twitter outburst? Here’s how to react ... and
We have a love-hate relationship with Twitter, and any other social media platform to be honest! We think they are amazing tools for customer engagement and getting involved with topical conversations. However, it can be tough to be on the receiving end of a Twitter outburst…or a deluge of negative TrustPilot reviews. According to SproutSocial, nearly half of all consumers have taken to social media to raise concerns and questions to brands. In fact, 21% of consumers prefer Twitter to traditional customer service channels, because they expect a quicker response and resolution to their issue.
So…what should you do if you find yourself in this situation? Check out our top tips on dealing with complaints when it comes to social media and customer support!
How to react on Twitter (or any public platform)
1) Use social media management tools for customer support
First off, you need to be using a social media management tool. There are a bunch of them out there, offering different services at different price points They will help you monitor direct mentions and hashtags across all social platforms in one centralised place. Don’t forget to check on any brand misspellings or nicknames too and engage these accounts too. On most tools, you can assign threads to different team members to push ownership, and pull reports on response times. This is all crucial information if you would like to really up your game and avoid any potential escalations. Maybe you will come across a post that isn’t related to a problem, and you can use it as an opportunity to increase engagement… happy days!
2) Have a separate account for support
You do not want your social media to be overrun with complaints or negativity. By having separate accounts for support, you can leave your regular account to showcase new products or services. If you do receive any complaints directly to your non-support account, direct them towards your support account, do not attempt to take care of any issues as this will inevitably lead to further problems being directed your way. Basically, go out of your way to kepe your main account positive and free of any negative reviews!
3) Speed is of the essence
When we use social media for customer support issues, we expect to receive responses within 1 hour. Yep, we know, that’s fast. So try to be even quicker. If this isn’t feasible due to staffing, then clearly state your working hours on your account so that your customers can see straight away when they will hear back from you. If you do have the capacity to cover your accounts 24/7, then do it.
Quite simply, the longer that you leave a complaint or negative comment unanswered, the bigger the frustration will grow. And we don’t want that. On that note, it doesn’t matter if you answer the initial question quickly. If you then go silent, you will anger your customer even more. If you commit to answering, then you need to see it through to the end and keep your answer times to a minimum.
4) Respond with empathy and patience
This is a key one when it comes to social media and customer support…but it’s incredibly difficult to do. After all, we’re only human! Let’s imagine that you have a recurrent problem and you are replying to your 1,000th tweet on this matter. You are a little bit annoyed and fed up of repeating yourself. The person who wrote the tweet doesn’t know that they are the 1,000th person who wrote this, nor do they care. They should be treated with the same amount of empathy and respect as the first person who wrote to you. This isn’t easy and it takes superpowers in restraint but it’s crucial when it comes to retaining your customers and boosting loyalty.
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