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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New Feature: Facebook Recommendations Monitoring & Reporting

October 17, 2018

Today, we launched review monitoring for Facebook Recommendations and added them to our reporting suite. With the recent change from Facebook Reviews to Recommendations we got to work to make sure you don’t miss out on valuable customer feedback and reputation data. While Facebook’s past 5-star reviews will remain in your account and reports, you will now also see your new Recommendations with their YES or NO counts.

For Facebook Recommendations You Need To Authorize GatherUp

You can easily pull in Facebook Recommendations to your GatherUp account to manage and report on, but you will now need to authorize your Facebook account/page with GatherUp. We’ve added an easy process to make this possible.

Complete the Facebook Authorization process (User Guide) to monitor Facebook Recommendations and have them added to the Reviews Report, the Success Report, and any review email notifications you have set up.

Character Minimum Equals Review Content Gold

While the change has its drawbacks and extra steps to get things back to normal, there are some wins. One is the increased review content Facebook is requiring.

The new Facebook Recommendations come with a 25 character minimum, adding valuable feedback for your business, and your next customer. Gone are the days of clicking a star-rating and going on your way, so you gain some context with all recommendations.

This change encourages authenticity in recommendations and aligns with the fundamental goal of GatherUp, which is to make customer experience the backbone of your business through reviews and customer feedback.

Facebook Recommendations require a minimum 25 characters which means more customer feedback and reputation data for you
Facebook’s past star-rating reviews will be maintained in your GatherUp account (nobody knows if or how long Facebook will keep them though)

Your Trusted Partner In An Ever-changing Discipline

Change is never easy, but it is the only constant, especially in online marketing. Facebook threw everyone for a loop with the change to Recommendations but, we got this. We are the only reputation management platform monitoring Facebook Recommendations. You can also use our capabilities to surface Recommendations on your website as social proof with Review Widget and Conversion Pop-Up.

As a trusted partner, we understand how important customer feedback and reviews are to your business and we provide the online review management expertise and tools you need to make listening your superpower.

Not yet a GatherUp user? Schedule A Demo Today

Liezen Van Loh

Liezen Van Loh is the Product & Content Marketer at GatherUp, a customer feedback and online review platform. Liezen is incredibly curious and a digital enthusiast. Her mission, to help make customer experience the backbone of your business through feedback and reviews.

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