No one can escape online complaints these days. What’s good about those complainers is you can easily turn them into loyal customers.
More than ever, contact center agents need to monitor online posts and social media for customer complaints or rants – and respond to them.
Reason: Customers who get responses from companies change their tune, a Harris Interactive study found.
- 34% delete their negative posts
- 33% post a positive review after they’ve been helped, and
- 18% turn into loyal customers.
To find and respond to more online complaints, schedule it into the routine. Invite reps who are most familiar with social media platforms to be part of a team that monitors your online reputation. Schedule them to monitor social sites at least hourly each day.
