(PRWEB UK) 7 November 2012
Brands are using the 'Likes' and 'Follows' for their own marketing benefit, but a lot of the time are a little slow in coming forward to use the medium for the consumers benefit. Social media is all about communicating now but when it comes to making a complaint consumers often feel as though they’re banging their head against a Facebook wall. With most complaints made via social media taking hours or days to respond, or even remaining unanswered, brands are under more pressure than ever to communicate with their customers.
Brands rush to social media platforms such as Facebook and Twitter for promotion but most forget that it’s a two way street and prove less than chatty when it comes to responding to consumer complaints, which essentially is like slamming the shop door right in the customers face.
ServiceReply30 newly launched App enables consumers to make immediate complaints and then demands that they get an answer within 30 minutes. Users send their complaint via the app and it then gets automatically sent to the companies Facebook, Twitter and other pages and continues to do so until a response is received, badgering the companies into a response. Response times are measured and reported back to users, social networks and the Top Ten Best and Top Ten worst lists.
Recent complaints made using ServiceReply30 have ranged from the excellent Sky Broadband at 9 Minutes response time to the not so excellent EasyJet of... still waiting for a response.
“Businesses love receiving ‘Likes’ and 'Follows' but with that also comes the responsibility to respond to customer problems.” said Anthony Phillips, Director of ServiceReply30. "It's time the UK consumer get what they pay for and for brands to recognise that if they don’t provide a good service then people will share their experiences with others and customer complaints on social media sites can quickly escalate from a manageable complaint to a PR crisis."
Complaints are not new but with the increase in social media use, the ways to handle them effectively are evolving which means that ServiceReply30 is a win-win solution for both brands and consumers. Using this app opens up the dialogue between the brand and consumer and ensures that complaints are dealt with effectively and timely.