Social media gives businesses a unique opportunity to engage directly with their customers. But with this opportunity comes responsibility. Because social media moves so quickly, it can be easy for businesses to make missteps when responding to customer comments—missteps that can have major negative consequences. So, what are some best practices for social media interaction for responding to comments or any type of engagement? Keep reading on to find out!
Be Timely – Best Practices for Social Media Interaction
The first rule of thumb regarding social media engagement is to be timely. Customers expect businesses to respond quickly to their questions and concerns—preferably within 24 hours or less. Of course, this isn’t always possible, especially if you’re dealing with a high volume of comments. Try your best to get back to customers promptly, even if it’s just to let them know that you’ve seen their comments and are working on a response.
Be Professional & Polite
When responding to comments, always maintain a professional and polite tone. This rule applies even if the customer is rude or critical—the customer is always right. Avoid getting defensive or attacking the customer in any way. If you can’t maintain a professional demeanor, it’s best to step away from the keyboard and return when you’ve calmed down.
Never Ignore the Customer -Best Practices for Social Media Interaction
This is especially important if they have repeatedly reached out. It will only give them more incentive to post negative reviews about your business and deter potential clients. If multiple customers find themselves in similar situations and band together, it could spell disaster for your online presence.
We’ve all been victims of poor service before, and it is important to remember how a customer may feel. When customers complain, they often come with a complete backstory of the importance of the product they were ordering and how its tardiness/defectiveness has affected them. If you find yourself dealing with a customer like this, try to imagine if you were in their shoes and what you want to hear to make you feel better about the situation.
Take the Conversation Offline Whenever Possible
Generally speaking, it’s best to take sensitive conversations offline as soon as possible to avoid making things worse by accidentally saying something you shouldn’t. If a customer is airing grievances publicly, reach out privately (usually via direct message) and offer to continue the conversation there. This shows the customer that you’re committed to resolving the issue and are willing to take the time to do so privately.
Handling social media comments can be tricky—but by following these best practices, you can ensure that your business is doing it right. Remember: be timely, professional & polite; never ignore a situation, show empathy, and take the conversation offline whenever possible. With these guidelines in mind, you’ll be sure to set your business up for success regarding social media engagement.
The AD Leaf Can Help!
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