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Who’s Complaining, and What Are the Most Common Reasons for Calling Out Businesses on Social? [Infographic]

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Social media has given everybody a voice, and increasingly, people are using that to share their opinions about everything – from politics, to TV shows, to the latest sports event. And most notably, in a marketing context, they’re also sharing insights into their varying brand experiences, both positive and negative.

No doubt you’ve seen plenty of brand complaints and criticisms via tweet and post – but what are people most likely to take to social to complain about, and on which platforms are they more likely to do it?

That’s the focus of this new study conducted by the team from WhoIsHostingThis?. They recently surveyed more than 1,000 people to glean more insight into their experiences in voicing complaints via online platforms. 

Among their key findings:

  • People most often turn to Facebook when complaining about companies, followed by Twitter and Reddit 
  • Compared to Facebook, Twitter users have a higher likelihood of receiving same-day responses from a customer service representative or business owner 
  • 2 in 5 respondents who vented negatively about a brand online were eventually blocked by the company on social media

You can check out the full results in the below infographic – important info to note for social media marketers looking to better understand brand perception (both their own and their competitors).

Listing of results from online complaints survey

Socialmediatoday.com

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WhatsApp Launches ‘Call Links’ to Better Facilitate Group Audio and Video Chats

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WhatsApp Launches ‘Call Links’ to Better Facilitate Group Audio and Video Chats

WhatsApp has announced the launch of a new Call Links feature, which, as it sounds, will enable you to share a link to invite others to join a group chat in the app.

As you can see in these examples, you’ll now be able to create dedicated URL links for WhatsApp group video and audio chats, which will make it easier for others to join the discussion in the app.

When available (the option is being rolled out this week), you’ll be able to see the Call Link option within your ‘Calls’ tab, enabling you to create a shareable link to get people into your chats.

It could be an easy way to help enhance community connection, and facilitate engagement, while brands could also use the option to better connect with influencers and advocates, in a more direct, intimate way.

For example, you could run an exclusive chat to discuss your upcoming product launch, or seek feedback on potential updates. Meta’s says that it’s also working on secure, encrypted video calling for up to 32 people as well, so there could soon be a range of ways to use the option as a means to spotlight specific audience segments and engage with them direct.

And with more engagement switching to messaging tools, that’s definitely worth considering.

Indeed, as part of a recent product announcement, Meta CEO Mark Zuckerberg noted that:

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Most people use feeds to discover content and use messaging for deeper connections.”

As such, it may be time to start considering how you can lean into this shift, and better align with how users are now connecting, in order to maximize community and engagement.

Feeds are increasingly being overtaken by entertainment, so if you want to tap into the connective benefits of the medium, that may no longer be the place to be to reach your fans.

Messaging, and messaging groups, could be an important consideration going forward, and these new tools provide more options on this front.



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