This method will not be appropriate in all cases, as users usually expect an individual approach and communication with the brand in the format of a dialogue on equal terms. In addition, the client’s situations and problems may be non-standard. And most importantly, this method is not suitable if you have chosen a friendly communication style.
It often happens that work in social networks mobile phone number data is given to chatbots. This is more true for support chats, but nevertheless, this also happens in social networks. The main advantage here is that the user receives an almost instant response. Of the disadvantages – it is not always possible to solve the problem in this format. That is why it is better to use a chatbot separately, and still respond to comments to specialists.
- Hire experts to respond to comments
If there are too many comments, one SMM specialist will not be able to handle them. Sometimes, even several people will not be able to handle try to automate work with comments them. Analyze the situation, average response time, and the workload of specialists. In some cases, hiring employees to respond quickly and work with comments may cost the brand less than a damaged reputation and dissatisfied audience.
A few more tips
- Only take the conversation to private messages in extreme cases. For example, if you need the client’s personal data to sort out their order. In other situations, it’s better to answer right away in the comments. This gives two advantages at once. First, you’ll show that you have nothing to hide and are ready for a public dialogue. And second, other users can find an answer to their question.
Maybe other users have the same problem. A detailed mobile list comment would help solve it.
- If you have received a complex question that you cannot answer right away or are not sure that you will be able to figure it out within 24 hours, then let them know. Be sure to indicate the reason why the situation is taking so long to resolve.
Sometimes users are not ready to wait even a few hours
- Most often, negative reviews and publications on the Internet are a way to vent anger and disappointment. Some customers may not even expect a response from the company (but you need to respond!), but want other users to pay attention to the situation. What can be done in this case? Give the opportunity to vent this anger. Create a separate section on the site or a form (button) for complaints (“Complain”). In this form, the customer will be able to express everything that did not suit him in the product, delivery, communication with managers. The main thing is to process all these messages and really solve the problems if they occurred due to the fault of the company.
- If you have made social networks a communication channel, then all problems need to be solved here, and not transferred to other channels. Providing a hotline number, email, or writing that the request has been forwarded to the customer service department – all this can only increase the negativity of users. Such responses and comments are more often perceived as unsubscribes.
Conclusion
Just 20 years ago, it was hard to imagine a confrontation between an ordinary consumer and a large corporation. Today, social networks give everyone the opportunity to involve the public in resolving a problem. Sometimes, one incident can significantly damage a brand’s reputation, lead to thousands of reposts, memes, comments, and even protests and bullying of the company online.
A well-thought-out policy for communicating with users in comments, a well-developed tone of voice, and, most importantly, an understanding of your audience will help protect your company from communication failures.
