Handling Customer Experience Issues Over Social Media

You’re probably aware of this, but practically every business has some sort of social media presence, be it on Twitter, Facebook or Google Plus. These pages are a great way for the business to stay in touch with their customer base. On a few occasions, customers will bring issues to the businesses attention via social media. The question then is: how does a business deal with customer experience issues over social media? How do you troubleshoot problems when you only have 140 characters?

The first step in dealing with such an issue is the same one you would take if it were face to face: acknowledge it immediately. Then look at the nature of the problem: is it a legitimate issue? Or simply someone with an ax to grind? Whatever the case, quick acknowledgment is key. If it is legitimate issue, then assure the customer you will work to fix it—and then do so. Sometimes you may have to take the complaint over a private channel, be it chat, email or the phone. A quick resolution of the issue will demonstrate to all your customers you care about their experience with your business.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service

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Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree