Dan Gold and I discussed our social media reputation management tips on this live video interview and how to resolve issues as and when they occur…we both agreed that responding with a personalised response and having the power to do something about the issue without needing to ask people to email the company was certainly one of the best policies.
We also agreed that businesses needed to take the time to plan what they were going to do and to take the time to train their staff effectively and not use generic responses. Also admitting the mistake was crucially important.
Dan also mentions how we are now utilising chatbots to resolve customer service enquiries.
Many thank for watching and don’t forget to contact me on Twitter @natschooler or comment below.