It happens that our action, or the whole set of them, have a different effect than the intended one. How to deal with the crisis in such a situation?
The image crisis happens not only to new companies on the market, it can often be noticed even in the case of global brands.
How to deal with the crisis? Better to ask yourself: how to avoid it? You will find out in our article.
Keep checking sentiment analysis
Monitoring is actually something you must have before a crisis. Thanks to it, you have the opportunity to find out what is written about your products or brand. Not always a crisis happens on our website or on the channels that we observe.
What is sentiment analysis? Sentiment analysis is an automatic and semi-automatic method of analyzing a text, the purpose of which is to determine the emotional state of its author and the impact that the text can have on the emotions of others.
Tools for sentiment analysis distinguish between the following:
The right tools for the analysis of sentiment check the context in which your brand is mentioned. If all the mentions are positive, you have nothing to worry about - your brand is not likely to be in a crisis. Worse, however, if most of these "mentions" are negative in nature.
Thanks to Brand24, you can define keywords that will be mentioned. This will allow you to be notified quickly when a negative mention occurs. This will enable you to react quickly.
Take care of social media management
Social media is a double-edged sword - they can be the source of crises, but also a way to overcome them. The most important information is: funny, outrageous, interesting. The more controversial and popular it is, the faster it will reach thousands of your customers. If you think your brand is safe, be prepared for a crisis. It happens to everyone: both reliable producers and perfect service providers. Only the one who does nothing is not wrong, so sooner or later you will make a mistake or come across the first dissatisfied customer.
The very thought of falling into its epicenter is terrifying, right? And it doesn't have to! You can be excellently prepared for emergencies and learn how to get out of them with a shield. If your brand is present on Facebook, Twitter or another social profile, or if you know that your customers are active in these media - take care of social media management. Plan ahead for posts and focus on community management.
Provide flawless customer service
Customer service should be prepared for different situations. It is estimated that almost a third of crises happen due to poor customer service. Therefore, it is very important to equip CC employees not only with appropriate knowledge and skills, but also tools - including potential damage compensation opportunities. It is worth having a fixed pool of "rewards" that the staff will be able to use in such cases.
It also means embracing chaos - remember that the crisis affects only some of your customers - the rest should still be able to function normally, use communication channels. Don't let the crisis paralyze your brand.
In order to properly manage a crisis, it is worth preparing a set of tools for your team so that it can effectively prepare for a crisis and counteract it quickly. A very good solution is to introduce a live chat widget, thanks to which customers can quickly contact the brand (but also complain about it), and your agents, employees, or yourself can quickly respond to it and often prevent the crisis from escalating. With tools like help desk software or call center, this can be even easier.
Over to you
As you can see, the crisis is easy to trigger, but at the same time you can deal with it efficiently - you just need to use the appropriate methods. However, it is better to prevent than to cure, which is why we recommend appropriate preparation and taking measures so that no crises break out! However, it is worth bearing in mind that a crisis may occur at any time, so that if necessary, it can act immediately according to the presented guidelines.