Complaints represent a golden opportunity to build loyalty
There’s No Better Way to Close the Feedback Loop
Simply capturing feedback is no longer enough. Enormous damage can be done if customers don’t feel they’re being listened to and vent their frustration online.
Capturing feedback via messaging means you can respond to customers instantly and engage them in a real-time conversation, which is simply not possible over email. Responding to complaints and resolving them quickly has been shown to be the most effective way to increase customer loyalty and wallet share.