Responding to Customer Complaints on Social Media & Targeting Your Mailchimp Audience | Social Media Help Desk Episode 91

Feb 2020

Did you know 90% of consumers use social media to communicate with brands? That’s why knowing how to respond to comments on your company’s social media sites is crucial. In this week’s edition of Social Media Help Desk, Senior Content Editor Taylor Lizura, Assistant Project Manager Alexandra Hall and Senior Content Editor Layla Lameijer discuss eight tips to use when replying to those concerns. They also explain ways to better reach your audience using Mailchimp and changes to some popular social media sites.

In The News (00:01 – 9:18)

If you love Hangouts on G-Suite, be prepared to say goodbye. Alexandra explains why it’s being phased out in favor of two new communication apps. Plus, the new augmented reality tool on Pinterest and the “Off-Facebook Activity” page that could make getting consumer data more difficult.


No Monkey Business (9:20 – 17:35)

If you’re not familiar with Mailchimp, it’s a marketing platform that allows you to promote your business across email, social, landing pages and postcards — all from a single platform. It’s known for being user-friendly and doesn’t require a lot of experience to navigate. Taylor explains ways to better target your audience and customize their interests. 


The Complaint Department (17:38 – 30:03)

This is the age of short attention spans and the need for immediate responses. That’s why so many consumers are turning to social media. It’s a platform that’s essentially open 24 hours day, seven days a week. So how do you keep up with the constant chatter? Layla breaks down the dos and don’ts when answering customer complaints.


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