There are many reasons why people resort to social media when they have a bad customer service experience. Here are a few of the most common reasons:
To get their problem resolved quickly. Social media is a great way to get in touch with a company's customer service team quickly. In many cases, a company will respond to a social media complaint within minutes or hours, whereas it can take days or even weeks to get a response through traditional channels like email or phone.
To get their complaint seen by a wider audience. When you post a complaint on social media, it can be seen by thousands or even millions of people. This can be a great way to get the attention of the company's management team and to pressure them to take action on your complaint.
To warn other potential customers about the company. If you have a bad experience with a company, you may want to warn other potential customers about it. By posting a complaint on social media, you can help other people avoid the same problems that you had.
To vent their frustration. Sometimes, the best way to deal with a bad customer service experience is to simply vent your frustration. Posting a complaint on social media can be a great way to do this. It can help you to feel heard and understood, and it can also help you to process your emotions.
It is important to note that not everyone agrees with the practice of complaining about customer service on social media. Some people believe that it is unprofessional and that it can damage the company's reputation. However, for many people, social media is the best way to get their problem resolved quickly and to warn other potential customers about a bad experience.