Turning Customer Complaints Into Positive Experiences

Talk back

• Q&A on Twitter: #splashwebinar
• Join.me chat box

In short

• Create a response policy for addressing customer feedback
• Solve common customer issues through social media
• Proactively address customer issues before they become complaints
• Foster and reward open communication
• Improve the speed, effectiveness, and ROI of your online customer service

Q1: How do you handle negative online reviews and comments?

Response Policy ✓

• List of platforms
• Who is responsible
• Canned responses
• Escalation process
• Visual workflow

Untitled Slide

Untitled Slide

Untitled Slide

Untitled Slide

Q2: Where do customers reach out to you?

Untitled Slide

Q3: What are you doing now to listen for customer concerns (before they become bigger issues)?

Untitled Slide

Untitled Slide

Foster communication

• Q&A on Facebook Live
• Tweet chats
• Surveys and comment cards

The ROI of Service

• Public conversations
• Service portal (Zendesk)
• Listening dashboard (Hootsuite)

Questions

• Tweet: @duncangilman @splashmediau
• Resources: splashmediau.com/blog