doyo live - managing social media complaints by amanda changuris
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Managing Social Media ComplaintsAmanda Changuris
August 4, 2016@AmandaChanguris
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Most of the time, it’s good.
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The Bulk of the Iceberg
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People Get UpsetWhen people get upset, they:• Want a solution• Want to vent• Want to “make you pay” in the court of
public opinion
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Sentiment & Behavior Flow
Patients / Customer
s
Happy / Neutral
Upset
Let You Know
Offline
OnlineSeethe in Silence
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Courtesy xkcd
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Step One: Listen So You Can Hear
• Invest in a Paid Toolo HootSuite Pro / Enterpriseo Spredfast, Falcon Social, Sprinklr, Percolate
• Use Free Tools for Redundancyo Platform Notificationso Google Alerts
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Step Two: Respond. Fast.
• 39% expect a response within an hour
• Average response time: 3.99 hours
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Step Two: Respond. Fast.
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Step Three: Respond Well• First Response Essentials:
o Empathyo Blameless Apologyo Offer Assistance
• ACID Testo Acknowledgeo Containo Informo Direct
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Be Human• Address the person by name• Consider using “I” rather than “we”• Have a personality (and use it wisely)
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Be Human
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Minimize the Distance Between Customers and Answers
@HighmarkHelp
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Canned ResponsesIt’s tempting… but please just don’t.
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Canned Responses
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Challenge: Coordinated Complaints
• #dontdenykevin
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Challenge: Issues that Keep Coming Back
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Challenge: Issues that Keep Coming Back
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Challenge: A World of Constant Change
• Twitter’s Customer Service Features:o Setting to allow anyone to send you a DM (no need to follow)o Direct-to-DM links for smooth transitionso Customer satisfaction surveys via DM
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Challenge: A World of Constant Change
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Challenge: A World of Constant Change
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Put It to Work!• Don’t expect it to be easy… • But don’t take the negativity personally.
• Questions?