AllFacebook InsideFacebook InsideMobileApps InsideSocialGames SocialTimes LostRemote TVNewser TVSpy AgencySpy PRNewser MediaJobsDaily UnBeige

Posts Tagged ‘social media complaints’

Poor Customer Service? 15% of Brits Will Complain Via Social Media [STUDY]

Poor Customer Service? 15% of Brits Will Complain Via Social Media [STUDY]

After a negative experience with a brand or retailer, have you ever taken to Twitter to complain?

Read more

Mediabistro Course

Content Marketing 101

Content Marketing 101Get hands-on content marketing training in our brand new boot camp, Content Marketing 101! Starting September 8, digital marketing and content experts will teach you the tips and tricks for creating, distributing and measuring the success of your brand's content. Sign up before August 15 and get $50 OFF registration. Register now!

70% Of Brands Response To Customer Complaints On Social Media Within 24 Hours [STUDY]

70% Of Brands Response To Customer Complaints On Social Media Within 24 Hours [STUDY]

As a brand using social media, how quickly do you respond to consumer complaints?

If your average response is an hour or less – and it pays to be honest here – you’re in pretty lofty company, as fewer than one in five (18 percent) of brands reply to customer complaints on channels such as Twitter and Facebook within 60 minutes, with 21 percent rarely or never responding at all.

Read more

Just 45% Of Brands Have Policy For Dealing With Customer Complaints On Social Media [STUDY]

Just 45% Of Brands Have Policy For Dealing With Customer Complaints On Social Media [STUDY]

Less than half of brands have effective policy in place for dealing with negative posts on their social media channels, reveals a new study from Social Media Marketing University (SMMU).

Read more

More People Share Bad Customer Service Experiences Than Good [INFOGRAPHIC]

As if brands needed another reason to amp up their resources in social customer service: a new infographic from Zendesk posits that more people share their bad customer service experiences on social media than their good experiences (45% vs. 38%).

In addition, a full 88% of survey respondents said that they’d been influenced by online customer service reviews when making buying decisions.

That means that social listening is more critical than ever in managing your brand’s reputation, not to discount traditional customer service efforts.

Read more

The 5 Types Of Social Media Complainers (And How To Deal With Them) [INFOGRAPHIC]

Social media has revolutionised customer support for many brands around the world, providing a cost-effective, efficient and proactive tool to manage enquiries, support issues and complaints.

Indeed, as your presence on platforms such as Twitter and Facebook grows, so too will the number of negative comments you receive. Your team will need to identify and separate legitimate complainers from “chancers”, reassure your best customers that their problem will be resolved, stay calm and professional and remember that, at all times, social media is an entirely public medium.

Read more

Is Social Media The Future Of Customer Service? [INFOGRAPHIC]

Brand pages and profiles on platforms such as Twitter and Facebook have become enormously valuable for businesses looking to market products and services, raise awareness, boost website footfall and drive sales, but the two-way nature of social media has also meant that these channels are increasingly being used by consumers for customer support.

Indeed, almost eight out of ten (78 percent) of respondents in a recent survey believe that social media is the future of customer service. But brands still have work to do – another poll revealed that 71 percent of customers never received any kind of response from the company when they complained to them directly on Twitter.

Read more