Handling consumer complaints on social media?

Your customers can leave negative comments on social media and that can harm your brand reputation quickly. But responding correctly to consumer complaints in social media can infact help you increase customer loyalty and retention. We have successfully resolved many complaints by using social network. But if you think that your complaint was not resolved by Voxya then read this article instead, to know why it was not resolved.

Anyways, here are the tips to correctly handle consumer complaints in social media :

1. Quickly Acknowledge Mistakes
When a customer posts a consumer complaint on social media, don’t take time to reply his complaint. Infact you need to reply quickly without wasting any time. Also, you need to acknowledge mistakes because if you have made a mistake, it’s best to accept it. But remember to be very positive while acknowledging mistakes. So both the things are important – being on time and acknowledging the mistake.

2. Take Conversation Offline
When customers are angry its better to talk offline through a telephone or email. You can ask customers to provide their email or phone so that you can talk to them personally. Infact this will help you to take conversation offline. If you are not doing this then other customers can join in the complaint on social media.

3. Give Personalized Response
While handling consumer complaints, you should build rapport by personalizing your response in social media. Usually, this can be done by including customer’s name and complaint details in the reply. A personalized reply will convey that you have actually gone through the complaint and really wants to help.

4. Show Transparency
Explain what you are going to do and how it is going help in resolving the consumer complaint. The resolution process should be very clear to the customers. Also, do not forget to provide a genuine escalation plan to resolve the issue in the minimum time frame.

5. Go the Extra Mile
When customers are not happy, you need to go the extra mile to help solve their problem. You can soothe emotions by offering replacements or rewards. This will demonstrate that the relation with that customer is more important than an one-off monetary loss.

6. Don’t Remove Complaints
You should not delete consumer complaints that are posted by angry customers in your social media. Infact deleting them will prompt them to post more negative comments to vent their frustrations. However, you can delete negative comments if the customer is more frustrated than the issue demands.

So, these were the simple tips to handle consumer complaints and re-gain customer trust in your social network. What are you waiting for? Go and start improving 🙂

Odoo, Quikr, Amazon complaint resolved and much more at Voxya.com

Sorry guys, for not writing stories of consumers complaints these days. Honestly, last few weeks have been very busy here at Voxya as we were resolving Odoo, Quikr and Amazon complaint and was upgrading our platform with mobile apps & company’s portal.

First, we were engaged in completing and releasing our first version of mobile app. It took lot of design & functional iterations to come up with the best mobile app for filing consumer complaints. And we are happy to announce that it is now live and available for download here: https://play.google.com/store/apps/details?id=com.voxya.voxya

You can post your consumer complaints, search for companies and check status of your complaints through this mobile app. To know more about the features and to view the screens, please check our previous write up here

Secondly, we were engaged in “successfully” resolving few consumer complaints filed by consumers at our Voxya platform. In one such success story, we resolved a case filed by Mr. John Rajan against Odoo ERP which is Headquartered in Europe but has a development centre in India. Mr. John bought one month Odoo subscription on a condition that he will not be billed for next month unless he likes the software. But unfortunately without getting any approval, his credit card was wrongly charged for second month’s subscription. This was not expected from Odoo so he filed a consumer complaint at Voxya.com. Very soon due to our unique consumer complaint platform, the complaint got circulated on social media and ultimately reached to the Director Odoo (APAC region) in Hongkong. Immediately, he contacted Voxya.com personally and showed interest in resolving the consumer complaint. We coordinated with Mr. John and got refund from Odoo team in less than 2 days time!

Usually, it is rare to find such pro-activeness by any company to resolve consumer complaints but it seems that Odoo knows how to make customers happy. We really appreciate the efforts taken by team Odoo in resolving this complaint quickly and special thanks to the Director APAC who took personal interest in solving the problem.
You can check the Twitter tweet and Odoo’s reply here. Check original complaint filed by Mr. John at Voxya here

We also resolved Amazon complaint where delivery boy was not delivering the product but later on filing complaint at Voxya, this Amazon complaint was resolved. Similarly, we resolved Quikr complaint where the Ad was not published as Premium after payment was charged. With Voxya’s help, a student got fee refund for EEG Lab workshop, which he could not attend. So, overall very tiring month but we are really very happy with the results so far 🙂

Lastly, we were engaged in on-boarding few Companies at our platform. Within two months time from the date of launching our portal for Companies, we have now seven companies resolving consumer complaints at Voxya.com, including some big names like Yatra, Odoo and Snapdeal. We are hoping that very soon we will have more companies on-board to resolve Amazon complaint, Shopclues complaints, PayTM complaints etc. So, we are very excited to resolve more consumer complaints at our unique platform.

Voxya – a platform for resolving consumer complaints

We have added a new section in our website for brands and companies. Now, companies can resolve consumer complaints online by creating an account at voxya platform. As we are getting more & more complaints daily from various parts of the country so we wanted to streamline the process of complaint resolution.

Now, any company official can register on behalf of company at voxya.com and can start resolving consumer complaints. If you are company and reading this, search for your company here and then click any consumer complaint to get the link to register your company at voxya.com. You need to have official company email address and other relevant company details in order to create company account. Once you submit the company registration form at voxya.com, we will verify details and will allow you an access. Please note that there will be manual approval for company accounts from our support team.

resolve online consumer complaints

We hope that this feature will help companies and consumers both to speed up the entire resolution process. Though no company has registered yet (as on date 10th Feb 2017) at voxya platform to resolve consumer complaints online but we hope that very soon we will start getting interest from brands.

How we resolved Pepperfry consumer complaint in just two days

We are happy to state that we have got one more success story to share. We have resolved Pepperfry consumer complaint within two days time. Last week a consumer, Amandeep Singh filed a complaint against Pepperfry – a famous online furniture store. The store was listing a bed with some misleading description about the storage space. Believing this misleading description, Mr. Singh ordered the bed at the online store and paid Rs.37173. Later he came to know that the bed does not have any storage inside the bed. He contacted Pepperfry support but they refused to cancel his order or refund his money saying that storage actually means he can use plank under the bed for storing things. This was simply unacceptable to the customer as storing under the bed can not be treated as in-built feature of the bed.

consumer complaint pepperfry
Pepperfry invoice describing the product

 

Finding no other alternate, he posted his complaint at Voxya.com – a platform to resolve consumer complaints quickly. We investigated the matter and found that customers complaint was genuine. The product page at Pepperfry has very misleading title showing the bed has a storage.

consumer complaint pepperfry
Actual product page at Pepperfry

 

On receiving the Pepperfry consumer complaint, we at Voxya. started a social media campaign and tried to contact Pepperfry. We also requested customer to share his complaint via social media. Immediately within just one days time, the customer received a call from Pepperfry’s CEO office and they canceled the order and refunded the money to the customer. So, we have resolved another consumer complaint at our platform! It is really nice that Pepperfry took immediate action on the matter and resolved the complaint quickly. We received a thank you email from the consumer and we feel happy that we were able to help 🙂

Thank you email from consumer thanking voxya.com for resolving his consumer complaint
Thank you email from consumer thanking voxya.com for resolving his consumer complaint

 

Though the complaint has been resolved by Pepperfry quickly but we will still request Pepperfry to modify the title and the description of this product listed at their store here https://www.pepperfry.com/bibiana-queen-bed-in-cherry-and-solid-grey-finish-by-casacraft-1478584.html. It looks that the details given on this product page are misleading and incorrect. Hope somebody at Pepperfry will look into this soon.