Article

Social Media Crisis Management: Complete Guide

Sprinklr Free Intermediate

Written by a social-listening/CX platform, so it's unusually practical about the monitoring and detection side of crisis management, not just the response messaging.

  • Covers detection (monitoring, sentiment spikes) alongside response
  • Explains escalation triggers for when a complaint becomes a crisis
  • Useful for setting up an early-warning process, not just a response plan
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It answers 2 questions

  1. A customer's complaint about my product just went viral on social media, what do I do in the first few hours?
  2. How do I monitor for a brewing crisis before it goes viral, instead of finding out after?

Read with it

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