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  • How To Respond To Customers On Social Media in the Middle East

    By CrysTelCall On Customer Experience Comments December 19, 2013

    How To Respond To Customers On Social Media in the Middle East

    As we all know social media has been a changing force in the way businesses communicate with customers in the past couple of years. And the Middle East has one of the highest growing numbers of people joining social networks in the world. 

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    Obviously different businesses have different objectives from their social media efforts, some use it as a marketing channel others as a customer service channel some a hybrid. But regardless of what you look to benefit from it, how you use it can make or break a brand, and this is what we’re going to discuss in this article, not the strategy but how to communicate and respond to customers, especially in the Middle East.

    We’ve seen it before when there are numerous articles written about social media fails regionally and internationally, take the example of when international brand Kenneth Cole tried to capitalize on the Egyptian revolution to market their new line of products. It didn’t go well for them, users on social networks accused them of trying to commercialise a very important event in the countries history, which is understandable.

    Social media is exactly that, Social! And dealing with customers on social networks can be tricky, what might work for one customer might not necessarily work for another. But we’ve come up with some basic pointers below that are a must for each and every case:

    Talk with the people not at or to them

    Social media is a conversation not a one message channel like TV or Radio, you can get a lot of feedback from them and avoid any disasters by steering the conversation in a certain direction.

    Always say Thank you! 

    It doesn’t matter if they have something nice or bad to say. Responding to people with a thank you helps in either appreciating the customer if they have something good to say OR slowly changing the tone of the conversation down the road in case it was negative feedback, by acknowledging the customer’s response as important feedback.

    Have a set of basic rules 

    Having rules or guidelines to respond to customers, whether one person or a team of people is handling your social media management having a consistent tone and language is crucial. It will also provide a sense of control on how to deal with specific matters.

    What are your thoughts? Do you have any examples or stories of companies that have been guilty of social media fails, let us know in the comments section below

    Need help managing your social media efforts, get in touch and request a proposal.