Does it pay to complain on Twitter? The pros and cons of using social media

Retail complaints are increasingly cropping up online, particularly on Twitter, with social media holding companies to account.

Consumer journalist Wendy Knowler says online complaints often yield quicker responses from customer service teams, but can also have drawbacks.

You're teaching your customers to complain publicly, which makes no sense ... a lot companies have a lot of work to do in this area.

Wendy Knowler, consumer journalist

Most [companies] will immediately want to do the DM thing, get you offline and off the public platform.

Wendy Knowler, consumer journalist

Listen to her explain the advantages and disadvantages of complaining via social media:


This article first appeared on CapeTalk : Does it pay to complain on Twitter? The pros and cons of using social media


Recommended

by NEWSROOM AI
Read More
Sindiwe Magona tells Thembi Mtshali-Jones' remarkable life story in new book

Sindiwe Magona tells Thembi Mtshali-Jones' remarkable life story in new book

Theatre Road: My Story is an inspiring account of Thembi Mtshali-Jones' life as told by her dear friend and writer Sindiwe Magona.

'There's this misunderstanding that if you get raped you just carry right on'

'There's this misunderstanding that if you get raped you just carry right on'

Rape Crisis director Kathleen Dey talks about the Birds and Bees programme which helps school children expose gender myths.

Beef mince or ground beef? A lesson on food labelling

Beef mince or ground beef? A lesson on food labelling

The one meat product is pure beef and the other has ingredients such as water, soya and other flavourants added into the mix.

Sevens great Marius Schoeman hellbent on giving back to upcoming rugby talent

Sevens great Marius Schoeman hellbent on giving back to upcoming rugby talent

Former Sevens Rugby star Marius Schoeman opens up about his journey with the game and how he is paving the way for youngsters.

Campaign remembers women lost to abuse and the dark places in which they died

Campaign remembers women lost to abuse and the dark places in which they died

Insurer First for Women says the aim of the campaign is to bring woman abuse out of the darkness and into the light.

Women face limited choices amid shortage of state birth control stocks

Women face limited choices amid shortage of state birth control stocks

The health department's Khadija Jamaloodien admits that many women have been disadvantaged by a constrained contraceptive supply.

Popular articles
Africa needs activists, not leaders: Meet SA's AU youth council member

Africa needs activists, not leaders: Meet SA's AU youth council member

Listen to insights from Shakira Choonara - award-winning, internationally recognised youth and healthcare activist.

EFF wants 'apartheid denialist' de Klerk prosecuted and Nobel Prize withdrawn

EFF wants 'apartheid denialist' de Klerk prosecuted and Nobel Prize withdrawn

The EFF responds to FW de Klerk Foundation statement after demanding the former president's removal from Parliament during Sona.

Eskom shifts load shedding to stage 2

Eskom shifts load shedding to stage 2

Stage 2 load shedding is in force from 9 am on Sunday.

Me-time, partner time and parenting - finding the right balance

Me-time, partner time and parenting - finding the right balance

Parenting expert Nikki Bush has advice on balancing everyone's needs amid the demands of busy family lives.

[WATCH] Zozi returning to US after colourful Cape Town welcome

[WATCH] Zozi returning to US after colourful Cape Town welcome

Zozibini Tunzi dazzled Capetonians during the final leg of her homecoming tour after bagging the Miss Universe crown in December.

Weekend load shedding upgraded to stage 3

Weekend load shedding upgraded to stage 3

After announcing stage 2 power cuts on Friday evening, Eskom now says stage 3 will be implemented from Saturday morning.

Eskom to implement Stage 2 load shedding

Eskom to implement Stage 2 load shedding

The power utility says this is due to the loss of an additional four units.

[LISTEN] Is a new smart city in Gauteng feasible?

[LISTEN] Is a new smart city in Gauteng feasible?

Ntiyiso Consulting Group CEO and industrialist Alex Mabunda shares his views on President Cyril Ramaphosa's big plan.

DUT security threaten EWN journalist with violence and 'throwing him off a hill'

DUT security threaten EWN journalist with violence and 'throwing him off a hill'

Eyewitness News reporter Nkosikhona Duma explains why he was threatened by the private security company.

'Saxbae' Bongani Radebe sets the mood for Valentine's Day Evening of Love

'Saxbae' Bongani Radebe sets the mood for Valentine's Day Evening of Love

Bongani Radebe and Bekezela serenade #702Uplugged this Valentine's Day.