If a business exists on a social media network, it’s more than likely to receive queries and complaints from its customers – daily, hourly or perhaps each couple of minutes.
Customers have questions about products. Customers have complaints regarding poor service. Will your business be there for its customers or will their posts, tweets and issues be unreciprocated and neglected?
What is web care?
Web care is the online customer support of any organisation through social media. Van Noort and Willemsen define web care as ‘the act of engaging in online interactions with (complaining) consumers, by actively searching the web to address consumer feedback (e.g., questions, concerns, and complaints)’.
Why is web care important?
If your business exists on social media, you are more likely to receive questions and complaints from customers. When someone has a question about one of your products/services they are mostly interested in them. If you don’t reply, they will move on to one of your competitors and you have lost your sale.
When someone sends in some complaints, and you handle them properly, they might be okay with the problem which happened and might order again. However, if not they won’t order again and maybe tell their friends about what happened, which causes them not using services/ordering at your company as well.
How do you respond to these questions/complaints/compliments as a company?
1. Respond fast: If a company waits to reply to a complaint, it might have gone viral already which damages the brand image.
2. Be creative: Responding to a comment in a very creative way can make a tweet go viral which is a nice promotion for your company.
In the end, web care is about making an attempt to turn complaining customers into happy customers by responding in an understanding manner, find solutions to the matter and with times use a touch of humour.
If you require further help or enquiries regarding any of our services, don’t hesitate to contact Snob Monkey. We will be happy to answer any questions you may have.
Telephone: 0800 368 9336
Written by: Danique de Jong