The Rise of Social Listening in After-Sales Service
Posted: Thu Feb 20, 2025 9:30 am
What Happens When Customers Don't Get Proper After-Sales Service
When customers don’t receive proper after-sales service, it can lead to dissatisfaction, negative perceptions, and, eventually, customer churn. With adequate support, issues remain solved, resulting in better customer satisfaction and a damaged brand reputation.
For example, if customers do not get the required assistance with troubleshooting, warranty claims, or receiving timely assistance, their experience becomes negative, and they may take their business elsewhere.
The Rise of Social Listening in After-Sales Service
With the growing influence of social media, customers now take to platforms cyprus cell phone number list like Twitter to voice their frustrations when they don’t receive adequate after-sales service. Social listening—the practice of monitoring online conversations—has become essential for businesses to track and respond to customer complaints in real-time.
When customers face challenges with a product or service, they often prefer to complain publicly on social media rather than calling a helpline or sending an email. This shift happens for several reasons: social media offers a public forum where customers feel they can be heard, and the response is often faster.
Additionally, customers seek validation for their issues, and posting on social media increases the chances of a swift and visible resolution. After-sales service CRM systems and management software can help businesses track these complaints, allowing them to engage quickly and resolve issues before they escalate further.
Why Customers Choose Public Complaints Over Helplines
Consumers increasingly turn to open forums for complaints because they perceive it as a more immediate way to get attention. After-sales service examples show that businesses that engage quickly on social platforms retain more customers as they demonstrate responsiveness and commitment to customer care.
When customers don’t receive proper after-sales service, it can lead to dissatisfaction, negative perceptions, and, eventually, customer churn. With adequate support, issues remain solved, resulting in better customer satisfaction and a damaged brand reputation.
For example, if customers do not get the required assistance with troubleshooting, warranty claims, or receiving timely assistance, their experience becomes negative, and they may take their business elsewhere.
The Rise of Social Listening in After-Sales Service
With the growing influence of social media, customers now take to platforms cyprus cell phone number list like Twitter to voice their frustrations when they don’t receive adequate after-sales service. Social listening—the practice of monitoring online conversations—has become essential for businesses to track and respond to customer complaints in real-time.
When customers face challenges with a product or service, they often prefer to complain publicly on social media rather than calling a helpline or sending an email. This shift happens for several reasons: social media offers a public forum where customers feel they can be heard, and the response is often faster.
Additionally, customers seek validation for their issues, and posting on social media increases the chances of a swift and visible resolution. After-sales service CRM systems and management software can help businesses track these complaints, allowing them to engage quickly and resolve issues before they escalate further.
Why Customers Choose Public Complaints Over Helplines
Consumers increasingly turn to open forums for complaints because they perceive it as a more immediate way to get attention. After-sales service examples show that businesses that engage quickly on social platforms retain more customers as they demonstrate responsiveness and commitment to customer care.