How not to handle customer responses on social media. Do it right and you will be rewarded, do it wrong...and your customers will respond in kind

1. How Not to Handle Customer Responses
via Social Media
A Study On Social Media & Customer Service
By

2. “A satisfied customer is
the best business strategy
of all” Michael LeBoeuf

3. 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:

5. Responding to customer queries is good..
But.. what if the query is not at all related to your
product ?

6. 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

7. 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.

8. Case of Axis Bank : Formalizing the informal ?

9. Social media is used as an
informal feedback channel,
But.. should a company decide to stick
to formal channels?

10. 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.

11. Case of Citibank: Effective Customer
Handling

12. The key to effectively using
Social Media lies in efficiently
listening to what customers say,
understanding their meaning,
and then adding value through
action.

13. 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.

15. 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

16. Do you have a Social Media Policy
in place ?

17. To know more, email us at:
contact@simplify360.com
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Visit: www.simplify360.com