3 Do’s and Don’ts on Responding to Online Comments
One important resolution for marketers is to remember that the customer is always right, offline and online. Keep in mind these Do’s and Don’ts on responding to online comments.
3 Do’s to Responding to Social Media Comments
#1: Respond to Comments in a Timely Manner
The best customer service stems from a quick response time. Comments should be addressed within 24 hours or sooner. Anytime passed that could be bad for your brand’s image. Jet Blue Airways is a great example of delivering real time customer service on Twitter.
Related Content: Reacting to Feedback on Social Media
#2: Hire a Social Media Manager
Granted, it’s not easy monitoring all the comments you might receive 24/7, but you can definitely lighten up the load by hiring a social media manager to do the responding. However, make sure there is a clear policy on what comments to respond to and how. Making sure there is someone handling al the negative comments will keep your business’s image intact. Using social media monitoring tool such as HootSuite can also save time.
#3: Offer the Best Online Customer Service
Whether you’re managing a B2B or B2C social media profile, it is important to keep in mind that the person commenting may not be saying nice or honest things, but calling them out on it will only make matters worse. It is best to just address their negative comment by first apologizing and then asking them to direct message you or contact them by phone or email. Remember to be personal and human; no one wants to talk to a robot.
Also, positive comments deserve just as much attention as the negative so feel free to reply to those comments as well.
Related Content: 5 Tips for Responding Positively to Negative Online Comments
3 Don’ts to Responding to Social Media Comments
#1: Respond Inappropriately
Occasionally you will get a comment from someone who is just plain rude and sometimes completely wrong. Before you try to justify yourself out of anger by accusing the commenter of falsely accusing you, stay calm and respond as appropriately and professionally as possible.
#2: Take Negative Comments Personally
Negative comments can sometimes take a toll on your confidence, but the comments directed towards your business should never be taken to heart. It is best to think of the negative comments as valuable feedback that can be used to improve your business’s image. It also gives you the opportunity to show your followers that you care about your customers and appreciate their feedback. It even fosters better social media engagement for your brand. Take Starbucks, for example, with their @mystarbucksidea Twitter handle that encourages customers to come up with new and innovative ideas.
#3: Use Poor Grammar or Spelling
There is nothing worse than trying to respond to a comment and making spelling or grammar errors in your response. Try not to address the commenter by name and spell their name wrong either. There is nothing that customers hate more than poor spelling or grammar.
Overall, customer service in social media is a very important marketing function that can either make or break your brand image. Be wise when responding to negative online comments.
Related Content: Outstanding Customer Service in Social Media