Most companies that operate globally have a presence on social media websites like Facebook, Twitter, Pinterest and Myspace etc. On occasion international customers will post comments on these sites in their own native language, which will likely be unintelligible to you. It is very important that your company respond in a timely matter to these messages. It is also essential to respond to any negative feedback posted by your customers. But how will you understand these posts and how will you respond in the customer’s language?
A timely response to a question, complaint or appraisal can lay the basis for a relationship of trust between you and your customer. It might not be possible for you to answer every post on your social media page, but addressing complaints and suggestions or answering questions your clients raise are important. Ignoring feedback and complaints left by customers can be a costly mistake. Every company needs to satisfy their clients, said a Project Manager from The Marketing Analysts Translation Services.
It might be a good idea to develop a system where the negative comments could be marked by a red flag. This way it would be easier for you to sort through the messages and focus on the complaints first. You can understand the message by translating it from the machine translation. Your replies can then be translated into the target language with the help of a translation service company. It might be a good idea to check your social media messages weekly and have your replies translated by a professional translation service.
Careful monitoring of your social media web pages will keep you aware of negative publicity that could harm your company’s image. It’s said that good news travels fast but bad news travels faster. Trust that any negative feedback about your company, if not addressed to in time can harm the reputation of your enterprise. Any negative information, authentic or not, can spread like wildfire. Remember that it takes years to establish a good reputation but it can be ruined in a matter of a few hours.
You only need to be a bit more attentive to the needs and demands of your customers. It is impossible to satisfy all your clients across the globe but it is possible to address their complaints and respond to them in a timely manner. This is a great way to show your clients that their opinions and views are important to you.