Today, we’re going to talk about a cardinal rule in social media marketing that should never be broken: you must respond to all social media comments.
This rule applies whether you have a Facebook page with a few hundred followers or a Twitter channel with a few thousand followers. This is, after all, “social” marketing and there is nothing worse than not responding to a subscriber’s social engagement.
Not responding to social media comments can be likened to a business meeting, you raise your hand to ask a question, but the speaker doesn’t respond.
How does that make you feel?
Do you feel ignored? Maybe even stupid for trying to interact? Rightly or wrongly, this creates negative associations with you and is likely to be remembered when you see this person again or even hear their name.
The same goes for how your customers feel when they leave a comment on your Twitter, Facebook, Instagram, or any other social media platform. Whether you respond or not, how you respond, and how quickly you respond all depend on your customer’s experience in engaging with your business. And it leaves an impression.
So, to ensure that the impression your customers and subscribers have of your business is a positive one, we’re going to explore exactly why it’s so important to respond to social media comments and how to get the most out of your social interactions.
Why it’s so important to respond to social media comments
Customers in 2022 demand a lot of social interaction. To prove why responding to social media comments is so important, all we need to do is share the results of a survey of 1,000 consumers conducted by Sprout Social on how customers use social media:
- 80% of customers see social media as a channel that has made businesses more accountable. Nearly half of the respondents said they have used social media to complain (you too I remain confident that you have at least once used social media to complain
- Whether it’s asking for a refund, or a discount, logging a complaint, or raising awareness about an issue, social media is the second most preferred channel (after an in-person interaction) by customers to initiate communication. For young people, social media is the most preferred channel.
- More than 60% of customers are likely to rethink their decision to purchase a product or service that has received negative feedback on social media, 32% will share this negative experience on their social media accounts and 17% will stop purchasing that product or service altogether.
Knowing that customers use social media as their primary source of connection to your brand and business, it’s more important than ever to ensure a positive experience.
Responding on social media can boost your business and your brand
Yes, social media has put the power back in the hands of the customer. However, that doesn’t mean that any negative publicity you receive via social media comments should stay that way. You have the power to turn the negative into a positive.
When a customer calls you out on social media, all eyes are on you. The way you tactfully handle a customer complaint and the speed with which you respond can turn a negative comment into a positive one.
These types of interactions can actually help you gain more loyal customers and even attract new ones. By not backing down and taking control of the situation, you show current and potential customers that you care about them.
On the other hand, backing down and not responding will lead people to talk badly about your brand. And word can travel fast.
In addition to showing that you care, responding quickly and meaningfully to social media comments tells your readers that you’re willing to take the time to support your product/service.
This will inevitably lead to more people asking questions because they know they will get an answer. Plus, answering all those questions will make you the go-to expert in your field, which becomes a selling point for your business. It also leads to more people seeking your expertise.
Do you see why responding to social media comments is important now?
In case you missed it, here are the cascading benefits when you respond to social media comments :
More responses on social media results in
- more comments from visitors on social networks.
- more attention from non-subscribers
- Businesses are seen as more responsive than the competition
- And Customers are willing to pay more for your service!
Comments on social media can help identify gaps in your products/services
For business owners who say they don’t have time to engage with customers on social media, think again. With customer service being a key driver in today’s competitive business world, it’s essential to listen to what your customers have to say via social networks.
And sometimes, the little nuggets they give you on social media can help you identify shortcomings in your product and service that you might not have noticed otherwise.
If you continually see the same issues or problems arising in comments on social media, it’s a good indicator to stop and dig deeper into the problems that may exist. From product defects to poor shipping practices, there are many areas where customer feedback via social media reviews can have a huge impact.
In fact, according to a Twitter survey, customers are willing to pay more for responsive brands on social media. So, if you can solve problems based on customer feedback, be grateful to them and thank them on your social channel. Imagine how impressed they will be!
Consistent and professional responses get you positive feedback
When responding to social media comments, maintain a professional approach and keep your writing style consistent with your overall brand personality. The goal should be to sound personable and approachable while solving problems or answering questions.
If you use humor, emojis, and GIFs in your social media responses, make sure you do so while addressing concerns raised by your customers. If you don’t have a quick resolution or response, acknowledge that you’ve taken note of the customer’s comment and will respond within a specific time frame. And make sure you respond within that time frame!
Consistent, positive responses will get you the most positive reaction. To maintain consistency in your approach to responding to social media comments, make sure you have an outlined process that all of your employees are familiar with. Circulate response guidelines on social media, or even create templates for responses to common questions received on your social media accounts.
Remember: understand that every comment and every customer is unique and the ultimate goal should be to please them.
I can help you manage your social media engagements
Are you too busy to manage the comment section of your social media, I can provide you with this service at a very affordable price. I and my team will be more than happy to assist you to manage the comment section of your social media pages and accounts. You can get in touch with me via WhatsApp by clicking on this link.
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How to respond to comments on social media?
On your social media and your blog, it is important to respond to the comments and opinions of your users.
Whether the comments are positive or negative, see these messages as opportunities. It is part of your communication strategy.
Negative social media comments
By replying to a negative message, you show your community that you take their remarks into account. Respond quickly so as not to give other users the opportunity to outbid you.
You can compose your message like this:
- Show that you understand the problem
- Show them that you have taken their message into account and that you will do something about it.
Sometimes, if the discussion becomes too negative, suggest to your user to continue the conversation by phone or by private message, outside the public part of your network.
Positive social media comments
If a user leaves you a positive comment, thank him! You will increase their satisfaction. This customer can become an ambassador and recommend you to his friends and family.
What is your experience responding to social media comments? Have you learned anything new about your customers? Please share your comments below.
