At Digital Googly, a digital marketing agency in Kolkata, India we receive a number of questions from businesses regarding different aspects of handling social media comments.
The question “Do I need to reply to every social media comment?” is one which most businesses ask about.
So, we decided to write a blog to answer everything you need to know about social media comments. Here is what we will cover in this blog –
- Should you reply to every comment?
- How quickly should you reply?
- What to do about negative comments?
- Guidelines to help you handle comments
So, let’s get to it shall we.
Should you reply to every comment?
What do you think is the purpose of setting up a social media account? It is to be social and build a community of course. So, the answer is – yes.
If you want to build a loyal community of customers, it is paramount that you keep your eyes on your social media account and do not miss an opportunity to engage with your audience. According to one study, social media is the most popular way for customers to communicate with a brand.
You don’t need to write paragraphs with high court language to woo your followers. A simple “Thank You” or an emoji can go a long way. Simple interactions can have a big impact.
Responding to comments show that you care, that you’re responsive, and that your followers’ feedback matters. All of this aids in the development of relationships and can set you apart from other businesses that aren’t as responsive.
Finally, if your followers know they can expect a response from you, they’ll be more likely to comment on other posts, tag you in Stories, and share your brand with people who aren’t already following you. All of this promotes word-of-mouth marketing and increases overall social media engagement.
If you find it hard to shuffle between your other business functions and engaging with your followers, don’t worry. Digital Googly, a social media marketing agency in Kolkata, India, have dedicated social media managers who can help you establish a conducive two-way communication with your social media audience.
How quickly should you reply?
Set aside time to check in on your social media platforms a few times a day. This could be 15 minutes every couple of hours or 15 minutes every day, depending on the volume of comments and messages you receive. Make a note of it in your calendar so that it becomes a habit.
If responding to comments on a daily basis seems too daunting, you could start with your most popular platform. For instance, if you have most followers on Facebook and that’s where you get more comments, focus on your efforts on Facebook.
You can also let your followers know about your response time. Some people include their typical response time in their bio. If you’d like to set aside certain hours each day to answer customer service questions, you should definitely share that information with your followers.
What to do about negative comments?
Negative feedback and negative comments are common in the social media world. While dealing with them is never fun, we recommend doing so as soon as possible to avoid any negative consequences.
With that said, it’s critical to have a well-thought-out strategy for how to respond. When a customer makes a negative comment, listen to what they’re saying and make sure they feel heard, just as you would with a customer in person.
At Digital Googly, a digital marketing company in Kolkata, India, we try to be empathetic and understanding when replying to negative comments.
Finally, keep in mind that comments are excellent feedback on your company. You can use them to find gaps in your service, get ideas for new content, and identify areas where you need to improve.
You can also use them to make your communications more efficient over time. For example, if you frequently receive the same questions about shipping times, create an Instagram highlight or a FAQ page that you can direct people to. Alternatively, if customers consistently express dissatisfaction with your customer service response times, you can investigate the issue and devise a strategy to address them.
Guidelines to help you handle comments
Every time you make a comment, you don’t have to reinvent the wheel. To begin, SMM executive of our social media marketing agency in Kolkata recommends creating community guidelines that will serve as the foundation for your overall response strategy. Include the following:
- The voice, tone, and personality of your brand
- Examples of responses to anticipated questions in the defined tone and style
- Guidelines for when to block users from social media profiles (many brands, for example, have policies in place that make it clear that they will block anyone who uses discriminatory, derogatory, or harassing language.)
- Guidelines specifically for crisis communications, like major shipping delays or staff shortages
Creating guidelines will help you consider how you’ll deal with specific situations.
So, that’s it. If this blog inspired you to up your social media efforts, then what are you waiting for, get to it. Share it with your colleagues. Keep the inspiration spreading.
If you find yourself lost or not able to cope with the pressures of handling your social media, don’t worry. Responding to every comment, and message can be difficult if you don’t have a dedicated social media manager or team. Especially on platforms like Instagram, where Stories expire in 24 hours, responding quickly is critical.
But it doesn’t have to be that hard. SMM experts of Digital Googly, a digital marketing agency in Kolkata are here to help you.
Just give us a ring at 83369 20676 or visit digitalgoogly.com to book an appointment. See you soon.