Social media is one channel businesses can’t ignore when it comes to customer complaints. Customers are using social channels to vent about bad customer service, and they expect real responses instead of canned answers. If you don’t deliver, at a minimum, an acceptable level of customer service, it will have disastrous consequences for your business.
Customer Complaint Data: It’s Time to Take Bad Service Seriously
1 in 4 customers who have a negative experience share their thoughts on social media.
More than ½ of Facebook users expect a same-day response from businesses.
52% of customers expect a response from companies within two hours.
The Upside of Answering Customer Complaints
The very act of being heard matters a great deal to customers. Customers are looking for a courteous and fast response, and decide if you’re the kind of business that’s worth their time and money. When you take a few minutes to be genuine and responsive it can turn a once angry customer into your biggest advocate. Learn how to diffuse service issues on social channels with our Customer Service Complaints Infographic that we created.