{"id":3657,"date":"2021-02-18T07:08:00","date_gmt":"2021-02-18T07:08:00","guid":{"rendered":"https:\/\/www.conferencecall.co.uk\/blog\/?p=3657"},"modified":"2021-06-15T10:49:16","modified_gmt":"2021-06-15T09:49:16","slug":"how-to-turn-a-social-media-complaint-on-its-head","status":"publish","type":"post","link":"https:\/\/www.conferencecall.co.uk\/blog\/how-to-turn-a-social-media-complaint-on-its-head\/","title":{"rendered":"How to turn a social media complaint on its head"},"content":{"rendered":"<p>Social media is a monster. A hungry monster that is continuously being fed with everything from the funniest content on the web to searing vitriol and bear-faced lies. It&#8217;s at the stage where we can&#8217;t live with it and we can&#8217;t live without it &#8211; certainly in business,.<\/p>\n<p>This means that, whether you like it or not, an active presence on social media is a must if you have any sort of a customer-facing business. The trouble is, it&#8217;s human nature to only shout about things when you&#8217;re unhappy with them &#8211; and that means you could be fielding a lot of complaints on social media. Here&#8217;s how to deal with them.<\/p>\n<p><!--more--><\/p>\n<h2>What are the benefits of business social media?<\/h2>\n<p>There are any number of reasons why your business should be on social media, but here are three of the main driving forces:<\/p>\n<ul>\n<li>It&#8217;s a great way to raise awareness of your brand, and build advocacy<\/li>\n<li>It&#8217;s an effective platform for promoting products and special offers<\/li>\n<li>It&#8217;s a&nbsp; way to interact with customers and resolve complaints.<\/li>\n<\/ul>\n<p>Get it wrong though, and it can be disastrous for both your brand and your business &#8211; so here&#8217;s how to turn a social media complaint into a success story.<\/p>\n<h2>Why social media is vital for customer care<\/h2>\n<p>If you&#8217;re in any doubt as to the impact social media has had on customer care &#8211; and, in turn, why it&#8217;s vital your business gets it right &#8211; then consider the following stats from <a href=\"http:\/\/www.conversocial.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Conversocial<\/a>, a leading cloud-based social customer service solution:<\/p>\n<ul>\n<li>Customer service interactions over Twitter have increased 250% in the last two years. (Twitter)<\/li>\n<li>Answering a social media complaint increases customer advocacy by as much as 25%. (<a href=\"http:\/\/www.convinceandconvert.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Convince and Convert<\/a>)<\/li>\n<li>Speedy responses on social media mean customers are willing to spend more with your business. (<a href=\"https:\/\/blog.twitter.com\/2015\/new-research-consumers-willing-to-spend-more-after-a-positive-customer-service-interaction-on\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter<\/a>)<\/li>\n<\/ul>\n<p>The trouble is, not every bit of feedback on social media is going to be positive, so it&#8217;s vital you deal with the complaints swiftly and effectively.<\/p>\n<h2>How to turn a social media complaint into a positive<\/h2>\n<p>More and more customers are turning to social media to make complaints, possibly because they can&#8217;t find another way to get through to your business, or maybe because they think dealing with the matter publicly will make your business resolve their issue more efficiently &#8211; whatever the reason, it&#8217;s vital any complaints are dealt with.<\/p>\n<p>Check out the infographic below to find out the basics of social media customer care, and turn those negative vibes into positive experiences.<\/p>\n<p><a href=\"https:\/\/www.conferencecall.co.uk\/blog\/wp-content\/uploads\/2017\/05\/A-Guide-to-Social-Media-Customer-Care.png\"><img decoding=\"async\" class=\"alignnone size-full wp-image-3659\" src=\"https:\/\/www.conferencecall.co.uk\/blog\/wp-content\/uploads\/2017\/05\/A-Guide-to-Social-Media-Customer-Care.png\" alt=\"\" width=\"722\" height=\"4919\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Social media is a monster. A hungry monster that is continuously being fed with everything from the funniest content on the web to searing vitriol and bear-faced lies. It&#8217;s at<\/p>\n<div class=\"more-link-wrapper\"><a class=\"more-link\" href=\"https:\/\/www.conferencecall.co.uk\/blog\/how-to-turn-a-social-media-complaint-on-its-head\/\">Read More<span class=\"screen-reader-text\">How to turn a social media complaint on its head<\/span><\/a><\/div>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[19,28],"tags":[29,30,18],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to handle a social media complaint | ConferenceCall.co.uk blog<\/title>\n<meta name=\"description\" content=\"If you run a customer-facing business, a presence on social media is a must, but it&#039;s vital you handle every social media complaint correctly. Here&#039;s how.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.conferencecall.co.uk\/blog\/how-to-turn-a-social-media-complaint-on-its-head\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to handle a social media complaint | ConferenceCall.co.uk blog\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.conferencecall.co.uk\/blog\/how-to-turn-a-social-media-complaint-on-its-head\/\" \/>\n<meta property=\"og:site_name\" content=\"ConferenceCall.co.uk blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Conference-Call-UK\/178511498997826\" \/>\n<meta property=\"article:published_time\" content=\"2021-02-18T07:08:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-06-15T09:49:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.conferencecall.co.uk\/blog\/wp-content\/uploads\/2021\/02\/four-yellow-smiley-face-balls.-One-sad-one-happy-two-angry..png\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"512\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Les Roberts\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@LesRobertsMedia\" \/>\n<meta name=\"twitter:site\" content=\"@ConfCallUK\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Les Roberts\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.conferencecall.co.uk\/blog\/how-to-turn-a-social-media-complaint-on-its-head\/\",\"url\":\"https:\/\/www.conferencecall.co.uk\/blog\/how-to-turn-a-social-media-complaint-on-its-head\/\",\"name\":\"How to handle a social media complaint | ConferenceCall.co.uk blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.conferencecall.co.uk\/blog\/#website\"},\"datePublished\":\"2021-02-18T07:08:00+00:00\",\"dateModified\":\"2021-06-15T09:49:16+00:00\",\"author\":{\"@id\":\"https:\/\/www.conferencecall.co.uk\/blog\/#\/schema\/person\/fd51b09e17d75360ba18197c2c1c535b\"},\"description\":\"If you run a customer-facing business, a presence on social media is a must, but it's vital you handle every social media complaint correctly. 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