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Capturing Customer Complaints from Social Media


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#1 Qldboo5

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Posted 27 September 2015 - 10:05 AM

Hi,
I am reviewing our customer complaints procedure & was looking for opinions/advice on capturing customer complaints from social media (Instagram, Facebook etc).
Do you put them in the register & fill out paperwork? Or do the social media staff handle it?
Also, what about packing/delivery complaints not related to food quality?

Appreciate your help...


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#2 Baskaran Gangadharan

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Posted 28 September 2015 - 11:53 AM

Hi, 

 

I suggest you to buy tool to monitor, customer complaints on social media . 

 

Furnished below some of tool might helpful for your requirement. 

 

1. sproutsocial

2. Socialbro

3. Conversocial

 

Regards,

Baskaran.G.


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#3 Simon

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Posted 28 September 2015 - 12:11 PM

Hi, I don’t know of any tool or software, but it is an interesting topic and one I don’t believe has been raised previously on the forum. 

It must be a big challenge for some businesses trying to manage complaints and protecting their brand across the internet.  I suppose the only protection is to deal with complaints efficiently and effectively and provide products that customers are generally happy with and perhaps also have active social media gathering and sharing positive feedback.

I will watch this topic with interest.

Regards,
Simon


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#4 Qldboo5

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Posted 28 September 2015 - 01:37 PM

Hi,
Yes we use Sprout. However I'm not sure if these complaints should be logged in the customer complaints register and have a form filled in as per traditional complaints via phone & email?
What are others doing in both small & large food companies?


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#5 Baskaran Gangadharan

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Posted 28 September 2015 - 03:52 PM

Hi, 

 

Yes , it is a good practice to maintain  register to record or log every complaint received from various media / source. 

 

But, in case you are maintaining CRM, then i don't thing same might require.

 

Regards,

Baskaran.G.


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