Responding to customers online

All businesses must contend with being scrutinised on social media in today’s digital age. But how you respond to comments, and especially to criticism, can limit damage to your reputation – and even give it a boost. Remaining calm, reasonable and caring can go a long way, as the DigitalBoost guide to responding to customers online explains.

Our free guide also outlines how to track online comments in the first place. Various social management tools – or ‘listening’ tools – are available to purchase where you receive too many mentions to monitor them manually. For help deciding how to respond, download the handy response flow-chart from the guide.

Yes, if you are thinking about starting, or already run, a business in Scotland.

This is a free and impartial service.

Any business based in Scotland, at any stage in its life cycle.

Think about compiling a spreadsheet of standard responses that your business can use to reply to customers. As well as saving you time, it will ensure that you’re consistent in how you approach each issue.

Visit the Business Gateway website for more advice on responding to customers online.