Social media is a universe of trends — and you DON’T want your company to trend negatively. When customers begin to reach out on social media with complaints, it could mean major headaches in the future if you don’t have the processes in place to take care of problems expediently. Here are a few tips for interacting with customers who might not have the nicest things to say about your brand.
Try to create a plan to answer the customer’s question while they ask it, especially if the problem sounds familiar. If you find a quick answer or solution, you’ll be a superhero – and if the problem is complex, you’ll be on top of it with impressive efficiency.
You can tell where this one was going already, right?
Want a few more resources on responding to customers and general marketing best practices? Check out G2 Crowd’s new marketing resources hub to learn more about everything marketing.
Chuck Cotterman is the Social Media Manager at G2 Crowd (and previously the personality behind Groupon’s Banana tool fiasco highlighted in this article). G2 Crowd is the leading B2B software and services review platform with over 380,000 verified reviews from real software users.