Best Practices for Responding to Social Media Comments
Many ecommerce sellers know that social media is a great way to build deeper relationships with customers. However, while social media may be more “informal” than other types of customer communications, it is important to interact on social media platforms as you would in any business environment: professional, thoughtful and responsive. Here are some ways to do that. Set a consistent tone It is always important to use your “brand voice” or the tone and personality of your company. Is your company serious and professional or fun and relaxed? Should you use GIFs and emojis? This depends on your target audience and brand values. Your target audience should always guide the content you create.
Responding to complaints and criticisms
Did you know that 67% of consumers now use social media to seek help with problems? It may not be fun to respond to negative comments. But ignoring or deleting negative comments on social media can make the situation worse. Customers feel upset and undervalued when they are ignored. And 88% of customers with unanswered social media USA WhatsApp Number Data complaints said they are less likely to purchase from the company in the future. Deleting comments makes your company appear untrustworthy and unwilling to accept feedback. Customers also expect quick responses. In fact, 78 percent of people who complain about a brand on Twitter expect a response within an hour. This may not be realistic, depending on your staff and resources. But responding to social media comments as soon as possible is still important.
Reacting to positive comments
While you may cringe when you see a complaint on social media, a positive comment can make you feel downright giddy! These types of messages are also opportunities for you to engage with customers and deepen relationships. Responding to social media comments individually is fun, when possible. Look outside your company’s social media accounts Your company Aero Leads shouldn’t be afraid to venture beyond its own social media pages and groups to see what kinds of conversations people are having. Almost 100% of people who talk about brands online do not follow those brands’ profiles. Therefore, it would be a missed opportunity for you not to respond to what others are saying, whether it is a complaint or a thank you.
