The Supreme Witch of the Coven, the organizer of the Sabbath
Posted: Sat Feb 22, 2025 6:49 am
Ingate.Group specialists worked with a logistics company that received a lot of feedback on social networks. In order to process them quickly, we decided to divide the areas of responsibility. Our moderators were responsible for comments on the "wall", and the client's moderators were responsible for personal messages. This work scheme was chosen for two reasons: 1. The client's moderators could directly contact any department of the company and thus quickly resolve issues. 2. It is impossible to request client data on the wall, otherwise it will become available to everyone. Therefore, our moderators led the conversation to personal messages, where the user provided the necessary information and as a result received a quick solution. Also, with the help of a conversation on the "wall", we reduced the level of negativity and showed other community members that we are in touch and ready to help.
Why Brands Should Work With Negative Social Media Reviews - Image 1
If the user contacted the group directly via private jiangxi cell phone number list messages, a chatbot was set up for this case, which automatically collected information and transmitted it to the moderators on the client side.
Results
Thanks to this structure of work, we managed to achieve the following results:
1. We reduced the time the company spent on resolving the issue by 3 times.
2. The number of negative comments decreased. The tone of the reviews also changed: people saw that they were being answered and were interested in them, and began to politely ask for help.
Why Brands Should Work With Negative Social Media Reviews - Image 2
Why Brands Should Work With Negative Social Media Reviews - Image 3
Of course, there are situations when you want to close comments and force customers to leave complaints only through the registration form on the site. But it is better not to do this.
Why Brands Should Work With Negative Social Media Reviews - Image 1
If the user contacted the group directly via private jiangxi cell phone number list messages, a chatbot was set up for this case, which automatically collected information and transmitted it to the moderators on the client side.
Results
Thanks to this structure of work, we managed to achieve the following results:
1. We reduced the time the company spent on resolving the issue by 3 times.
2. The number of negative comments decreased. The tone of the reviews also changed: people saw that they were being answered and were interested in them, and began to politely ask for help.
Why Brands Should Work With Negative Social Media Reviews - Image 2
Why Brands Should Work With Negative Social Media Reviews - Image 3
Of course, there are situations when you want to close comments and force customers to leave complaints only through the registration form on the site. But it is better not to do this.