Responding to positive and negative comment on social media
Negative feedback is unavoidable when you have thousands of customers connected to your social media profiles. Now let's read together how these comments are managed.
LEARN MORE SEE HOW IT WORKS Criticism and bad comments are the rules rather than the exception for a company with a social media presence. Negative feedback is unavoidable when you have thousands of customers connected to your social media profiles. Whether it's a dissatisfied employee or a misunderstanding, how you manage negative feedback has a big impact on your online credibility. Famous and well-known consumer companies all around the world have led the way in dealing with negative feedback. We can learn how to respond to and act on negative feelings by following in their footsteps before they have a major impact on our online reputation.
Why should you care as a brand?
Social media is essentially a public platform. Negative remarks always get a large number of viewers. Positive feedback or remarks act as a motivator in the decision-making process. Customers who read such reviews will assess you based on a variety of factors, including how quickly you respond to and resolve issues, how you respond to and respond to complaints, and your desire to make unhappy customers happy.
Don't believe for a second that people don't read the comments; they do. Responding politely to bad reviews is equally important for retaining those who are complaining as well as the entire social media audience who may eventually become your consumers.
Don’t ignore negative comments
Ignoring negative feedback is the worst thing you can do for your brand. It will give an unhappy customer even another reason to detest your company. Every comment, whether good, negative, or neutral, should be responded to. In order to build a brand, it is necessary to maintain public relations. It allows you to connect with your followers more effectively. Using social media tools like Agorapulse and SocialPilot, you can keep track of every mention and remark. With some other usability issues, Agorapulse's cost structure moves a little higher. You might want to have a look at these Agorapulse alternatives.
It may be difficult to deal with negativity if you operate a business and put your heart and soul into it. However, you must approach it strategically. Otherwise, angry consumers may leave a slew of new negative reviews that will hurt your business.
Apologize sincerely
“The customer is always right.” Even if you disagree with the customer’s point of view, you should still say sorry. This is the first step in resolving the disagreement. A representative of your company must issue a public apology if your company was involved in a media scandal and has received dozens of negative news articles, comments, and reviews. You should write a message on behalf of the company's CEO or founder, saying, "Sorry for the unfortunate error."
Don’t make false promises
Don’t promise to replace the product or return the money just because your customer is unhappy if that’s not your usual practice. Analyze the problem first. Then explain to your customer how you plan to resolve the issue. Take a look at the example below. Starbucks does not hurry to provide free coffee or other prizes as an apology when it receives a bad comment on social media. It instructs the consumer to contact customer care to determine who is right and who is wrong.
Be polite
It's not easy to remain calm in the face of negative sentiments and rude comments. However, in order to save your reputation, you must be kind. Even if your consumers use swear words, abstain from using them because it will not help you in resolving the problem. Because if your regular consumers notice that you are rude to other customers, their perceptions of your firm will shift. So please keep your true feelings hidden and respond in a nice and friendly manner.
Take it out of the spotlight
To resolve the dispute, transfer the conversation from social media to another place. Ask the consumer to send you an email, direct message, or call customer care. Don't start a verbal brawl in the comments section. Customers that are dissatisfied will submit dozens of responses that reflect a bad attitude toward your company. So, if you want to save your brand's image, you should have a one-on-one conversation about the issue.
4 tools that can help the user in review management
Now let’s talk about online marketing tools you should use to manage negative comments and reviews.
Brandwatch
Brandwatch tool to keep track of your brand's online mentions. Utilize analytical features to gain a better understanding of consumer impression, detect changes in sentiment, and track brand exposure in real-time.
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RADAAR
With RADAAR you can collect all messages in one inbox. You can gather all your conversations in one place and manage them together with your team to build better relationships with your followers.
LEARN MORE SproutSocial
Few Social media management platforms deliver a more hands-on approach to customer service. SproutSocial simplifies integrating all social media accounts with their dedicated training and customer support. Once on-board, one of SproutSocial’s customer services agents will walk a new client through the tools and features of the network.
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SocialPilot
SocialPilot is ideal for social media professionals and agencies. You can manage your social media scheduling and posting all in one place with SocialPilot. It also makes it easier to keep track of positive and negative reviews.
LEARN MORE Remember that negative feedback is not really a huge deal if managed properly. Multinational companies receive dozens of negative reviews every day, yet it has little effect on their sales. It's a simple key to their success. They understand how to deal with angry clients. Keep an eye on what people are saying about your brand on social media if you want your business to flourish.
Respond to all of the feedback you get. Pay attention to your client's issues. And nothing will stop you from achieving the results you've always desired.
Respond to all of the feedback you get. Pay attention to your client's issues. And nothing will stop you from achieving the results you've always desired.
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