6 Types of Social Media Comments and How to Respond
6 Types of Social Media Comments that you need to plan for
When it comes to Social Media almost every business has multiple pages of them. If you do not have one we highly suggest you go ahead and setup atleast a Facebook and Twitter. If you would like more information about Social Media visit our previous blog here:
Also for those of you manage multiple pages of social media we recommend the following Social Media Tools:
1) Buffer – Lets you set tweets for later and also tweet similar content in your industry
2) Hootsuite – it’s a great starting point. You can use the free version and upgrade later if you feel the necessity is there
3) Mention – helps to monitor what is being said about you (also has a free version)
4) TalkWalker Alerts – Free service such as Google Alerts you can set alerts for anything posted about you for example we use “JSH Web Designs” and my name “Scott Hollifield”
5) Facebook Pages – pretty self explanatory
Now onto the 6 types of Social Media Comments and our advice on addressing them.
1. Positive – a.k.a. any comment that is in a positive light towards you or your company
Response: Always acknowledge positive feedback it let’s the customers know you are listening and you appreciate that they appreciate you. It makes the customer feel even more special.
2. Neutral – a.k.a. – a comment that neither endorse or places negativity about you or your company
Response: You can leave this one alone if you wish however it is a good excuse to strike up conversation to help for repeat business.
3. Negative Respond – a.k.a. genuine comment that the consumer had a reason to complain. It is important to address these. Always keep records by screenshotting the comment. Response: If you acknowledge there was an issue do apologize and then offer a clear resolve. Also go as far as following up. This gives your company the opportunity to take a bad experience and offer great online customer service to make the consumer realize you do care.
4. Negative Ignore – a.k.a. someone that is classified as a “troll” or deliberately trying to start drama / trouble
Response: Never feed “trolls” they feed off of attention and deleting their comments typically only throws gas on the fire.
5. Negative Remove – a.k.a. offensive or spam
Response: Screenshot prior to deletion in case you need evidence for any reason then delete and if necessary block the consumer
6. Crisis – a.k.a. comments that have legal consequences (sexually explicit, threat of violence, defamation, PR disaster, etc).
Response: Screenshot immediately and escalate to the department necessary including: police, legal team or attorney, and management.
If you have any questions in regards to social media comments we would love to help you send your questions to firstname.lastname@example.org or call us at 865-407-0006.