Improved customer experience

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Unhappy customers don’t like to wait. According to our Sprout Social Index ™, 69% of customers expect a response from brands on social within 24 hours. A complaint management system will quickly identify, categorize and organize complaints to solve customer problems fast, so your team can focus on executing a winning customer experience strategy.

Data visualization from The Sprout Social Index™ illustrating how quickly consumers expect a response from brands on social in 2022 and 2023. In 2023, nearly 70% expect a response within 24 hours or luxembourg b2b leads less. In 2022, 77% of consumers expected a response within 24 hours or less.
Brand loyalty
A negative experience with your brand may deter some customers for good. Still, research shows a third (33%) of consumers would consider giving a company a second chance if they felt the brand sincerely tried to resolve the issue. Effective complaint resolution helps turn a displeased customer into a satisfied one, increasing their chances of becoming a repeat customer and fostering brand loyalty.

Identify repeat problems
Complaint management systems allow users to zoom out and identify patterns and repeated issues by organizing complaints in a centralized place. Once identified, companies can prioritize the most common issues and implement preventative measures to keep the complaints from coming up in the first place.

For example, social listening tools powered by conversational analytics help brands monitor hashtags and feedback to quickly identify negative comments and respond. Here is a report from Sprout’s Listening capability.

A screenshot of frequently mentioned hashtags and topics in Sprout Social.

Brand protection
How you handle complaints on social, directly affects your brand’s social media reputation. For example, if you’re too confrontational, defensive or dismissive, people will feel you’re not taking the feedback seriously and not considering their concerns.