The most annoying part of social media management is receiving complaints. Yes, if the complaint is for a valid reason, it is a completely natural right of customers. However, sometimes there will be people who, even if they are competitors, will try to destroy your brand.

Social media management has become a new test for brands. Many questions about a brand can be answered by the way it manages complaints on social media.

Is the brand attentive?

Does it care about its customers?

Does it respond in a timely manner?

Does it see the customer as a one-time buyer of a product or service?

The answers to all these questions can be found by monitoring complaints on social media.

Managing complaints on social media is a difficult job that requires knowledge and experience. In an effort to contribute, I have prepared a few tips for you on how to manage complaints on social media, taking into account my personal experience.

What should you keep in mind when managing complaints on social media?

Managing complaints on social media starts with understanding that every complaint is important and needs to be addressed. If there is a complaint, it creates an opportunity for communication for our brand. If we manage it well, we can strengthen our relationship with the customer.

Brands that ignore complaints on social media lose their reputation over time and damage their brands. Any complaint that goes unanswered is a threat to your brand. It can hurt you, have a negative effect on your customers, and influence the decisions of potential customers. Therefore, we must take every complaint seriously and show the necessary attention.

Complaints on social media are not always addressed directly to the company’s accounts. Some users prefer to complain without establishing a relationship with the company. They do not even want to be in contact with the company.

Good management of complaints on social media is directly related to the quality of the preliminary preparation. Good preparation is the key to quality management. Preparing in advance for social media complaint management brings benefits and reduces the likelihood of errors.

What types of complaints can there be?

Identifying these issues in advance will help the process run more healthily.

If possible, you should put this preparation in writing. When you do it in writing, it will be easier for other departments and new team members to adapt.

Preparing a document such as a “social media complaint guide” and updating it regularly will benefit your brand.

You should create a complaint management system

Social media complaints can be related to many different issues and services. If this process is not managed well, it can lead to poor results and an increase in workload. The process can become unmanageable.

To manage complaints well, you will need a strategy for what to do when you receive a complaint. Once the complaint is received, you should have a plan in place for which department will handle it, how it will be responded to, and how it will be resolved.

A complaint management system will make it easier to find answers to these questions.

One of the most important elements in managing complaints on social media is response time. You should have a standard that defines how quickly you will respond to each complaint.

It is recommended to keep the response time for complaints on social media to a minimum. Otherwise, it can be perceived as a lack of attention to the complaint and the customer.

A common time management mistake: waiting to resolve the issue before responding. I see this happening at some brands. The complaint comes in, and brand managers don’t respond until they have resolved the issue. This is not a healthy way to proceed.

When you receive a complaint, you should respond as soon as possible. Even if you can’t find a solution right away, you should send a response that shows that you received the complaint and will take the necessary steps to resolve it. If you don’t respond to the complaint, the person who filed it, as well as other people who see it, may think that your brand is negligent.

One of the most critical aspects of brand management is consistency. This is also fundamental to managing complaints on social media. If you are not consistent, you can lose your reputation in the eyes of the customer. This can lead to negative thoughts and comments about your brand.

How to be consistent in managing complaints?
If you create a system, if you stick to it and show attention, you will be consistent. That’s why a system and strategy for managing complaints on social media are extremely important. If the actions you take