Customers complain online more these days, but you might not have to worry about it so much.
Turns out, those online rants might be overrated.
Only about a third of Americans post their thoughts about companies, customer service and their experiences, a TNS Digital Life study recently found.
Just 12% of them say something negative. Almost 20% post something to praise a company or one of its employees, researchers found.
And most people don’t trust what they read online, anyway. Just 40% of customers say they believe what online posters say about brands.
This study shows that a few dissatisfied customers won’t likely bring down any companies or contact centers.
Still, it’s important to respond to customers when they complain – and in the channel they use.
