We all know that criticism can sometimes be hard to take, but we also learn very early on that it usually makes for a stronger and better business.
But today, the stakes have gotten even higher.
Now, customer complaints are increasingly being channeled through the oh-so-public social media platforms, such as Facebook and Twitter. This means that companies have to get on board fast, or risk the wrath of their unhappy customers’ complaints and criticisms going viral.
A 2013 study by Simply Measured showed that 30% of brands have a dedicated customer service handle on Twitter, with the average response to a complaint being 5.1 hours. Only 10% of companies answered within the hour.
And the numbers haven’t gotten any better since then.
In 2015, a study by brandwatch showed that most retail brands still don’t listen to customers on Twitter. They discovered that 46.6% of brands engaged with any tagged @mentions (which were categorized as neutral, questions or complaints). 64.6% responded to questions within 5 days and only 11.2% responded within one hour.
To help you figure out how to handle customer service on social media the right way, I’ve compiled some examples of the good, the bad and the ugly so you can learn what you should and shouldn’t be doing!