Social media being one of the interactive communications channel for people is very critical. It hosts millions of users among whom others are customers and followers to your official business page. Its effectiveness is one of the reasons why your customers say no to traditional phone calls. Your social media becomes critical when customer complaints arise.You must be very careful not to lose your customers here.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are some of the tips you will need to make your frustrated customer happy.
Reply promptly
Delays create many bad impressions. When customers log in to leave a query, they expect an answer instantly. Keeping them waiting for more than an hour or the whole day leaves them more frustrated. Frustrations lead them to say bad things about your company. As a result, it creates a bad impression to the other customers.
Be positive and empathetic
The reason why a customer files a complaint is perhaps because you provided him with a service or productive that was not effective.it is therefore not the will of the customer to burst with anger on your page. Try to understand how he feels and reply in a positive way.
Do not become argumentative
You should focus on providing a solution and not creating unnecessary arguments. Do not make it worse for your customer and other followers that are keenly following your conversations.
Customers posting comments on your page put a mark on your company’s brand image.it is up to you to prove your brand.
We can help you use social media to tweak your decision trees for higher customer satisfaction. Learn more about what we can do for you today.
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