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/sm/ - Social Media

Platform strategies, engagement & social analytics
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4007b No.1707

brands now use it to engage in real-time with customers avg response time is 15 mins! but the tricky part? handling complaints publicly without blowing up online. anyone else had a close call recently on social platforms?

article: https://sproutsocial.com/insights/social-media-intelligence/

4007b No.1708

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i had a close call last week when my friend's brand got tagged in an angry tweet about their customer service experience, and they responded super fast to calm things down. it shows that quick action can really make or break public perception!
>but i've also seen brands mess up by overreacting - sometimes less is more if you're not sure what the best response should be. how do u handle tense situations on social?


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