Dealing with negative comments on social media is different than dealing with “regular” complaints, received by phone, chat or email. If not handled properly, reputation of the brand can come crashing turning the entire situation into a nightmare. It is very important that brands care the complaints done on social media.
In this chat we talked about how should a brand prepare to handle such negative comments, how is the brand supposed to respond to social media complaints if it doesn’t see them or are not made directly to them, how quickly should it respond, what should be its reaction or how should it react and a lot more.
Read on to discover all the insights that were shared during the chat!
Catch our weekly Twitter Chat, #Konvoconnect, every Friday at 9PM IST for healthy discussions and insights on incredible Social Media topics and meet several social media enthusiasts.
Q1: Why is it important for brands to care about social media complaints?
- It is important for brands to care about complaints received by any media… And more importantly on
#socialmedia because it is all public. @TekiRosh
- Complaints on social media have the tendency to disseminate quickly. If a user is dissatisfied with the brand’s product or service, he/she will rant more likely on social media which will bring down the brand’s image. @huzefamotiwala
- Because, branding through
#SocialMedia has highest weight-age. So, concern is imperative.@Rohitpatelc #brands need to monitor, assess + deal with #socialmedia complaints (in an agreed SLA too) as failure to do so puts the brand at risk. risk create -ve feedback, -ve feedback disturb affinity, affinity affect sales, sales affect revenue…everything links together. @osx_ail
- One of the biggest risks for brands is losing consumer trust. Transparency can be a key strategy in building and maintaining trust Social media is the best and cheapest way… So taking caring about the complain is must for a brand to maintain. @FakhruddinKagal
- Social Media complaints when addressed there are two major benefits: a) The user gets the query resolved b) Many a times it gets converted into an innovative marketing approach when brands address them wisely.
#socialmedia is an essential component of the business marketing strategy and promotes the business and creates an online community where customers can interact and engage with the #brands. @VikramKamboj
- The social media complaints are the best to resolve the issues faced because it helps reach people globally and the brands specially because it brings negative impact on brands resulting in less revenue generation. @whoanandmistry
- It is essential to manage complaints received via
#SocialMedia as that will showcase 1. How company tackles the issue? 2. It gives confidence to other customers that this company listens n responds to issues 3. So this can be used as marketing tool. @cvvj
- In order to have a positive experience, customers prefer
#brands that are responsive to their feedback. Response delayed gets across to a larger audience that leads to disaster for marketers. @1DigitaLife
Q2: How should a brand prepare to handle negative comments on social media?
- Listen. Respond after careful understanding the situation. Provide prompt and to-the-point reply. Above all, be subtle in approach and in no way the brand has to be aggressive nor negative. @huzefamotiwala
- There are a number of practices that work, including staying absolutely mute but the rule of thumb is to respond and be 100% honest; if you’ve made an error, own up to it, be apologetic thus allowing your customers to see that ‘human’ side of your brand. @osx_ail
- it’s critical to acknowledge every negative sentiment received and provide a custom response. @1DigitaLife
- It’s not always about “Ladoo’s”, one has to prepare/ready for any thing comes our way. & Handling these in a +ve manner makes that brand a healthy one. Feedback is mandatory. @Rohitpatelc
- Why to handle negative comments on
#socialmedia ? Instead focus on delivering good and quality products. Earn positive respect instead of Negative branding box. @whoanandmistry
- Understand issue in detail &then respond as quickly as possible with right info which will nullify or reduce the level of negativeness.
#Product / #Service issues will b there but how to solve it at the earliest will be key but don’t just respond for the sake of it. @cvvj
Q3: How is a brand supposed to respond to social media complaints if it doesn’t see them or are not made directly to them?
- As a brand in the space of delivering a service to customers, there are a number of tools at your disposal – e.g
@hootsuite @nuvi @Sysomos @Meltwater @buffer are all aids used in monitoring your brand keywords. if you’re active in your space, you should see them. @osx_ail
- It’s on Brand, how far they wanna go, if eternal, one has to reach every corner & every possible option to approach. In this SEO has a vital role. @Rohitpatelc
- Again, if it wasn’t address to the brand directly, it can remain numb. @huzefamotiwala
- Listen to convos around relevant topics around the
#brand; essentially keywords that map #custexp journey will provide insights on sentiments across #socialmedia platforms. @1DigitaLife
- There are several services out there that utilize systems with much greater potential and coverage than Google Alerts alone. If that’s something that may be of use to you, please check out http://bit.ly/2m0kFWD . @BCaldwellUIS
Q4: How quickly should a brand respond?
- Anything longer that a 24hr SLA (service level agreement) and you’ve failed in my books. earlier the better because consumer patience wane daily, even shorter than their attention span. @osx_ail
- It is like “Tit for tat”, more you RESPONSIVE, more you will be known for RESPONSIBILITY. SOONER IS BETTER. @Rohitpatelc
- The ideal response time is within 60 minutes and the longer you take the more damage you should be prepared for. @VijayMandeep
- Initial response sooner the better. Take the conversation off the Internet or off public domain. Then take the standard complaint redressal time. And then revert publically when solved. @nitinSPEAKs
- No standards here: a function of the volume of convos received by a brand, platforms monitored et al; with a flurry of automation available it’s imperative to keep TATs optimising over a period of time. @1DigitaLife
Q5: What should be the brand’s reaction or how should it react?
- Don’t hide from it, welcome it – it’s an opportune moment for
#conversion. LISTEN to what is being said, approach readily and most importantly, if you can, as @nitinSPEAKs mentioned, for God sake, take it offline. Get an email, a telephone number etc. @osx_ail
- Well, that’s the main scenario, in this, one should not emphasize in brand, rather, solution and feedback is the key & in result, branding will be the autonomously done. @Rohitpatelc
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