Why you should embrace negative comments online and how to do it right.
In today’s mobile first, social media obsessed world, many people would rather text or email someone than call them. Most people also prefer to get their news and other information online. The same goes for customer service – especially over social media.
It started off as people going online to vent frustrations about bad service, canceled flights or products that they weren’t happy with. But some savvy brands have realised that good can come from interacting with people who post complaints online. Every negative comment or customer service issue posted online is an amazing opportunity to wow people, provide incredible customer service and win new customers.
Using social media as a customer service tool, and turning dissenters into advocates in a public way, can be fast, easy and accountable. As a consumer, you get heard by everyone and receive rapid service. As a brand, you can prove you care, go the extra mile and that you are listening. Before long, managing customer service over social media is going to become the standard expectation.
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