Dealing with complains on social media

Social media is one of the most powerful tools available these days for any business to connect to its clientele directly and effectively. The same element makes it extremely important for you as a business to stay highly responsive on all social media platforms to meet the queries, needs and complaints of your customers. Fact of the matter is that social media is the easiest mean for your customers to raise their questions, comments and complaints associated to your brand and the way you respond to it will directly affect your brand in a positive or negative way.

 

In some cases it will be an easy task for you to handle your social media accounts yourself or by your social media managers but in most cases it will become a really hectic and time difficult job to perform. This is where digital marketing companies in UAE come forward to help you out in this regard. Here are a few reasons why you should consider availing the services of one of the best digital marketing company to handle your social media accounts for effective branding of your business:

 

 

 

Keep an eye on brand mentions

A major mistake that a majority of social media managers make is that of focusing solely on the direct messages that they receive from their fans and followers. They simply do not put in any effort into scouring for brand mentions. This particularly holds true for the ones in which they are not tagged. The fact of the matter is that no matter how less or random these mentions might be, they are extremely important. These can consist of negative comments so you need to keep an eye out for them. In case you come across a negative mention, it is highly recommended for you to communicate with them in an appropriate manner.

 

Make sure that you acknowledge the concern

If you find a customer who is ranting on and complaining about you on the internet, the first thing that you need to do is acknowledge their concern. While you are at it, make sure that you commit to fix things as well. Instead of being defensive, try to take on a more empathic approach. This way it will be possible for you to make your customer feel important and that their concern is validated.

 

Restrict your reply

Although it is best for you to reply to the customer on a public forum, it is highly recommended for you to limit your replies. To limit any mistakes that you might make, the best social media agency in UAE recommends you to limit it to two replies.