Comments on: How can organisations use Web 2.0 technology to respond to negative consumer comments online? http://www.ziatech.com/how-can-organisations-use-web-20-technology-to-respond-to-negative-consumer-comments-online/ technology news in the internet Wed, 21 Oct 2009 17:46:30 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: commander_bombast http://www.ziatech.com/how-can-organisations-use-web-20-technology-to-respond-to-negative-consumer-comments-online/comment-page-1/#comment-455 commander_bombast Thu, 23 Jul 2009 14:27:52 +0000 http://www.ziatech.com/how-can-organisations-use-web-20-technology-to-respond-to-negative-consumer-comments-online/#comment-455 Some companies have assigned customer service reps to scour the net for bad publicity. They are authorised to correct problems and/or deal with the issues. There are some great places to start, Consumerist.com is one I recommend highly. The important thing here is not to get sites to pull down negative comments (that actually works against you), but to actively post and privately contact people who have complaints. On the bright side - a lot of consumers don't check the net for complaints until after they feel they have been wronged by a company. In my opinion, the large number of negative blog posts is largely due to unresponsive customer service organizations where clients have to wade through 45 minutes of phone-bot menus and then get told to wait 30 days, maybe everything wil be fine. Your CS organization has to be authorized to resolve issues, not just shut people up. Some companies have assigned customer service reps to scour the net for bad publicity. They are authorised to correct problems and/or deal with the issues. There are some great places to start, Consumerist.com is one I recommend highly.

The important thing here is not to get sites to pull down negative comments (that actually works against you), but to actively post and privately contact people who have complaints.

On the bright side – a lot of consumers don’t check the net for complaints until after they feel they have been wronged by a company.

In my opinion, the large number of negative blog posts is largely due to unresponsive customer service organizations where clients have to wade through 45 minutes of phone-bot menus and then get told to wait 30 days, maybe everything wil be fine. Your CS organization has to be authorized to resolve issues, not just shut people up.

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