How to handle Customer Complaints via Social Media

Are unhappy customers leaving negative comments on your social media?

Well in this article, we will show you how to deal with this problem.

#1 Respond Quickly

Try to respond within an hour of a comment being posted. While you may not have a solution right away, let the customer know that you are looking into it. After this, you should let the customer know when they can expect a further response.

#2 Acknowledge mistakes.

Nobody is perfect, and everyone makes mistakes, but, when you do, don’t hide it, simply own up to the mistake and apologise if someone has an issue.

When posting an apology, make sure that it appears genuine. People can tell a scripted response a mile off and will be quick to highlight it, so, show your human side.

#3 Take the conversation offline.

Dealing with complaints on social media does have a downside in that the comments and responses are public. If possible, deal with the complaints offline. This will prevent other people jumping on board and will also show the customer that you are working with them to resolve the problem

#4 Personalise your response

As mentioned above, people can spot a scripted / automated response a mile off and usually don’t find them very helpful. It’s best to tailor the response to the the issue at hand by including the customer’s name, outlining how you will deal with the problem, and how long it might take etc.

#5 Don’t take it personally

Remember, customers aren’t angry with you personally, they’re angry about the situation that they are in. Don’t take the comments personally or respond in a negative fashion. This will only make the situation worse.

#6 Make an Escalation Plan

It’s a good idea to have a proper policy in place for dealing with complaints, with a full list of employees, departments and contact details. This makes it easy for any employee dealing with complaints to address the issue to the right person / correct department.

#7 Go the extra mile

One of the most common complaints from customers on social media is that they have been unable to get the information they need from the company. But, don’t worry if you don’t have all the answers yourself. While it might sound counter-productive to refer a customer to another company’s product or service, it can actually help build trust.

The customer will appreciate the fact that you have gone the extra mile in assisting them.

#8 Follow up

Never assume that the issue has been resolved. Follow up with the customer after a few days to make sure that their problem has been resolved and that you have met their needs in full. This is also a good way to get feedback about the customer’s experience with your company.

#9 Don’t delete negative comments

Deleting negative comments from your social media doesn’t make them go away. In fact, the customer is likely to become more frustrated and will continue posting until you answer them. Nobody likes to be ignored.

However, if a customer if being rude, then link them to your social media policy (if you don’t have one in place, create one) and issue a warning. If they persist in being rude then it’s okay to delete and block this person.

#10 Monitor conversations about your company

If you wish to keep on top of negative comments, and stop issues from escalating, then you should monitor what people are saying about the company on social media.

However, this can be difficult as most people do not tag the company when talking about them on social media.

We have listed two tools below that makes it easier to monitor these conversations.

  • Mention – a free tool that lets you track mentions of your company across social media. You can choose the keywords to track and receive a notification when they are used.
  • Agora Pulse – a similar, but paid product that allows you to track when people have commented on your social media platforms, including Facebook, Twitter and Instagram. Agora Pulse also allows to to respond directly to comments within the app and mark the comment as complete.


Studies have shown that customers who experience good customer care on social media are likely to refer the brand to other people.

While it’s not possible to keep everyone happy, be honest and open when dealing with complaints and adopt a personal approach when interacting with the customer.


Extend the life of your social content

In this article we will show you how you can make the most out of your social media content

#1 Tailor your content for different Social Networks

First of all, you should tailor your content for various social platforms. Your customers are likely to have a variety of preferred networks and you want to reach as many of your customers as possible. To do this, you will have to understand the differences between Social Networks.

Facebook is the most flexible of the main social networks and allows you to post a mix of text, images, videos and links without much restriction. However Facebook is also the most popular so you may have to think outside the box a bit to get the best engagement on your content.

With Twitter, you have to keep it short and to the point as you have a limit of 120 characters per tweet.

As for LinkedIn, it is geared towards the business community and people using it generally want to know the latest industry trends and other relevant data.

Don’t overdo it though! Posting across networks can be beneficial and can improve your reach, but, we recommend that you still create content for a single social network as well.

#2 Repost your content

Content shared over social media has a ridiculously short life-span. Within a few hours it will have received more than half the clicks it will ever have. This isn’t all that good for business, especially if you’ve spent a while creating the content.

A way around this is to repost the content a number of times in the following days, weeks and months.

However, it’s not enough to just repost. There needs to be a schedule behind the repeated posts and as well as this, the repeats should not be a simple clone of the original. Use different headlines, focus on different aspects of the content etc. This will stop the reposts appearing as spam.

#3 Republish Evergreen Content

While old content may be, well, old, but, that does not mean it is also outdated. Your old content can be a great way to generate new leads and to strengthen your relationship with customers. If content is evergreen, it has no time limit so it will always have some relevance.

Refreshing and repurposing this content is a good way to bring it back to life. It will also introduce it to a number of people who have not seen it before and can of course generate new leads and bring you new customers.

There are plenty of ways to do this, but, our recommendations are as follows:

  • Turn your blogpost into a SlideShare presentation.
  • Turn a series of posts into a white paper
  • Use data from a white paper to create an infographic
  • Create images around data points and quotes from old content and publish them as Instagram posts or Twitter cards.

Speed up your social media production

Spending too much time posting on social media? Want to know how to spend less time doing so, without reducing the amount of content?

In this article we’ll give you easy ways to schedule your social media updates in batches, giving you more time to engage with your followers.

#1 Why create content in batches?

Quite simply, creating one status at a time doesn’t make any sense. All it does is mess with your schedule because you have to set time aside to write and post the update.

This is where batching becomes beneficial.

Your social media updates are likely to fall into one of two categories:

  • Original Updates (status updates, pictures, videos, links to your own content, etc.)
  • Live Interaction: Replies, retweets, shares etc.

Here’s how to plan your updates ahead of time.

#1 Make a list of categories for updates

Your content needs to varied, otherwise it will become boring and stale, and your reach will drop. This is important to remember when creating a batch of content.

Here are a few examples of what to post on a regular basis.

  • Links to your own content.
  • Brand mentions (people mentioning your product / brand)
  • Seasonal Promotions
  • Other people’s content
  • Single use (content you only plan to post once)
  • Words of Wisdom

Now to turn these into a time-saving batch of content!

#2 Create a batch of Social Content.

Once per month, sit down and create 10 updates for each category mentioned above. So, ten links to your own content (should be easy enough?) Ten links to other people’s content that you find interesting. (Again, should be fairly easy.) Ten Words of Wisdom type posts and so on.

Once this is done, schedule them up for the month ahead and then relax in the knowledge that you have a steady stream of content going out over the next month.

#3 Schedule for Live Interaction

Now, obviously you can’t plan for this ahead of time, unless of course you’re psychic. You have no clue when or what people will post. You can however schedule for how much time you will set aside for live interaction. Set aside a chunk of time for this each day, and stick to that time frame.

Sticking to these schedules will stop you from falling into a habit of task-switching, which distracts you from what you should be doing.


Working in batches will help boost your productivity by eliminating distractions and provides a simple way to get more done in less time.

Facebook launch new business directory, “Professional Services”

Facebook appears to be taking it’s next step in it’s quest to stop you leaving their website with the upcoming launch of “Professional Services”, Facebook’s very own Business Directory! Complete with user reviews.

Users who visit the Professional Services land on a page which has their location already selected, along with a search bar in which you can look for any sort of business or service you can think of.

At the bottom of the page you will find the “Explore other services” section. This has a list of over 80 different business types / services split into a number of categories. However this is only a small selection as you can find many, many more choices when you start typing into the search bar at the top of the page.

Of course, you’re not restricted to your own area, deselect your location beside the search bar then type in the name of the Town/City you’re looking for and you can find businesses in that area.

Businesses are listed according to Facebook’s 5 Star rating / review system, although this isn’t the sole attribute taken into account when listing, it appears that your previous interactions with a business page, and / or any connection to the business you might have are also taken into account.

The details are scarce at the minute so unfortunately we can’t give much more information at the present time. We’ll do our best to give updates as more information becomes available.

Tracking your Video Marketing’s Return on Investment

In this article, we will briefly outline four ways in which you can track the Return on Investment (ROI) of your Video Marketing.

#1 Outline the Cost of your Campaign

It’s imortant that you do a full and detailed breakdown of the costs of your video marketing campaign, including the hours you plan to spend in promoting it.

When doing this, it’s smart to add at least an extra 20% to be used against any unexpected costs like re-shooting video or investing more in editing.

Alternatively you could use the services of a video marketing company who offer an all-inclusive package. That way there will be no unexpected costs and it takes the burden off of you.

#2 Determine your Financial Tipping Point

Figure out the amount of sales you need to make before you break-even on the costs. Once your sales exceed this point, then you’re making a profit. But first you need to know what your break-even point is.

This is simple maths really. Say your marketing campaign costs £5k per month. You need your sales to increase by £5k per month to break-even.

#3 Track sales from your video campaign

There are a number of tools which can track people who flow from your video and go on to purchase your product / service. However, these won’t give a complete picture as people could see your video but make a purchase quite a while after doing so. So, you’ll have to inflate your sales a bit to work out the true ROI.

#4 Improve your video marketing campaign

Ask yourself the following questions.

  • Is your campaign targeted to your core demographics?
  • Are any core audience demographics responding negatively to this campaign?
  • Are viewers abandoning your video marketing?
  • Is your video marketing campaign giving customers a solid call to action?
  • Are viewers continuing to engage with your brand?

Answering these questions will give you an idea about what areas of your campaign need improving and what is working well.