There’s an age old saying- Prevention is better than cure! This is absolutely true in case of a brand or a business today!
What makes us say that?
Well! No matter what scale or size a business is, no matter how great it’s products or services are, it has to face the wrath of angry social media users at some point or the other. Bad comments, negative reviews, defaming WOM is almost inevitable.
Though customer complaints are inevitable but the way a brand or a business responds to them is what saves its reputation. Read on to know the best ways to respond and protect your brand:
Employ a social media policy:
The very first step you need to take in order to safeguard your brand on social media is to put up a solid social media policy. Establish a strict policy that describes the processes to be follow whenever negative reviews are encountered. Once the policy is created, ensure that all the members on your marketing and customer support team are educated about it.
Put up a customer complaint department:
A customer complaint department powered by highly efficient brand protectors will help funnel your angry customers. Let your customers know about it so that they use it to vent out rather than posting their dissatisfaction publicly. A customer complaint department would provide a more secure and private place to learn about the customer pain points.
Make use of social media listening tools:
Leverage social media listening tools to identify and analyze all your high-impact shoppers. Make the most out of predictive behavioral targeting so as to pinpoint your dissatisfied customers even before they complain. This proactive approach would resolve their issues before they get upset. They would eventually drop the idea of going elsewhere and puking all their frustration.
Offer a 24/7 live chat assistance:
This is yet another effective tactic to protect your brand from the angry and dissatisfied customers. As you know, customer complaints are inevitable but the way you respond to them is what saves your brand. So, make sure that you tackle each and every complaint head on that too in real time with a live chat service on your website and social media pages. Train your agents to be positive, apologetic and efficient while responding.
Follow up with the dissatisfied customers:
Make your upset customers feel valued by following up. Keep them updated with each and every step that’s being taken to resolve their issue. Doing so would not only shoo their anger away, it will also help transform the negative word-of-mouth into positive compliments.
Leverage these strategies to protect your brand from all the possible consequences of customer dissatisfaction.
Source : https://www.livechatagent.com/tips-protect-brand/
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