Kvik support on Social Media

How Kvik handles support on social media platforms. ( messages, comments and reviews)

Facebook and Instagram are platforms where customers regularly contact us when they have questions regarding our products or when they have complaints about their kitchen purchase. Google Business Profile and TrustPilot are other platforms where customers can leave a review.

All sorts of enquiries are handled by an employee at Kvik A/S, but stores will be included whenever it is a question/complaint/review of a particular store.

How do we handle reviews of stores and products?

Reviews given on Facebook and Google Business Profile can in general be divided into two categories; positive and negative. 

Positive reviews:

All positive reviews will be answered with standard replies in the local language, with the store as the sender. We give stores an opportunity to formulate a personal reply before we post the standard answer.

Negative review: 

In the case of a negative review, we want to get take the customer off social media in order to handle it. We  have a standard reply in the local language, that asks the customer to send an e-mail to our customer care team in the relevant country, which afterwards will be forwarded to a relevant person that can help the customer in the local language (can be the store or the country manager or a retail consultant) to give the customer the best possible experience.