How to deal with customer complaints?

Start by understanding who your reviewers are and why they're writing their reviews. This will give you clarity, showing you how to respond. If they're unhappy, make things right. If they're misguided, share the facts. If they're abusive, monitor but do not engage with their complaints.

Common ways to handle customer complaints?

Common approaches include: Apologizing and owning mistakes, take the conversation offline, look for a win/win solution to the customer's problem. While these are common approaches to customer complaints, they're not always the best.

What are the 5 steps to handling a customer complaint?

Here are several approaches you can take: Ask for more information. Gather intel from customers. Apologize and look for opportunities to make things right. Offer incentives to compensate customers for the loss of their time and money. Ask customers for feedback or updates to their review.

What is the best way to respond to a customer complaint?

Here are some actionable steps you can take to respond to your customer complaints. (1.) Listen to your reviewer, (2.) be transparent, (3.) cite your sources, (4.) be timely, (5.) watch your tone, (6.) offer next steps, (7.) escalate to management, (8.) apply the 80/20 rule.

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March 2021 Webinar Recap

March 31, 2021

In March, Mike Blumenthal gave a warm farewell as he ended his day-to-day journey with GatherUp and started his new venture, local media publisher Nearmedia.co.

we got to debut the power of Inbox. With Inbox, we demonstrated how you can create tickets for 1st party reviews, design smart routing rules so that specific types of tickets are automatically sent to the right people in your organization, and implement feedback response templates for easy replying to your happy and unhappy customers.

The GatherUp team also reviewed the most powerful reports available on the platform. Learn how you can use various reports to unearth insights that your customers are sharing via their feedback.

Reminders included the new Salesforce integration that’s available starting today, March 31st. We also have two available partnerships for Google My Business protection, Spam fighting, and listings management services with Steady Demand and Whitespark respectively.

Watch the March 2021 Webinar

March 2021 Webinar Agenda

Chris, Garrett, and Mike had fun discussing the brand new Inbox. Chris walked through the GatherUp Reporting functionality and how it can help you learn about customers. Garrett broke down Google review attributes.

Farewell to Mike Blumenthal to Nearmedia.co.
Inbox (Public Beta)
Using GatherUp Reporting
Google Review Attribute Monitoring
Partnership with Whitespark for their Yext Replacement Tool as well as Steady Demand for Spam Fighting and GMB Reinstatement – 10% discounts on their services.
Industry tools: Local Pack-O-Meter (powered by Traject Data) and Google Review Reporting Manager
Salesforce Integration

Garrett Sussman

Garrett is the Head of Marketing at GatherUp, an online review management and customer experience platform. When he's not crafting content, he's scouting the perfect ice coffee, devouring the newest graphic novels, and concocting a new recipe in the kitchen.

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