How Not to Handle Customer Responses

via Social Media

A Study On Social Media & Customer Service

By

“A satisfied customer is the best business strategy of all ”

Michael LeBoeuf

About Simplify360

Simplify360 is a Social Business Intelligence platform. Simplify360 helps

organizations make the most of social media. It enables businesses to perform

Online Reputation Management, Customer Service, Community Management,

Social Media Research & Brand Audits; Online Sales Lead Generation, and

Consumer Sentiment Analysis.

Our Clients Include:

Responding to customer queries is good..

But.. what if the query is not at all related to your

product ?

Game of Thrones is an

American epic fantasy television

series.

Clearly, the user wanted to know only

about the above mentioned TV Series

telecast and hence, the query is not at

all relevant to Tata DoCoMo.

Unfortunately, the social media team at

Tata DoCoMo did not realize this and

flooded the post with irrelevant

comments

Ref: https://twitter.com/Ashish__Raina/status/323766217745776640

Call it a failure of DoCoMo’s social

media management team or a

simple technical error, but such

mistakes tend to make users less

serious about the brand.

Case of Axis Bank : Formalizing the informal ?

Social media is used as an

informal feedback channel,

But.. should a company decide to stick

to formal channels?

Ref- https://twitter.com/SocialPaparazzi/status/322610764525473792

Consumers widely use social

media for instant feedback

purposes.

In the comment, Axis Bank

support asked the customer to fill

the same feedback in the already

existing system while ignoring the

one posted on their Twitter

channel.

It is the duty of the firm to

understand the feedback posted

through social media and

implement a mechanism to

improve upon their existing

services.

Case of Citibank: Effective Customer

Handling

The key to effectively using

Social Media lies in efficiently

listening to what customers say,

understanding their meaning,

and then adding value through

action.

The customer, in this case,

is being sarcastic as the

reason for the online

transaction failure was not

clear to him.

Citibank Support posted a

remarkable response, by

understanding the

underlying sarcasm and

reassuring the customer of

action on his feedback.

Learnings

Customers judge a company by the way it responds to their queries

A growing need to adapt social media as a part of mainstream

organizational strategy

Social media blunders can hamper your brand image by a greater extent

than you think they can

Social media management systems are not just another software, but

strategic tools, to achieve differentiation through effective customer

handling

Do you have a Social Media Policy

in place ?

To know more, email us at:

contact@simplify360.com

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Visit: www.simplify360.com