Be consistent with your responses and respond in a timely manner.
There are various social channels who’s algorithms look to see if the brand who posted also responds to comments.
Communicate in a way that keeps the conversation going.
Ask questions and engage others who have also commented on your posts. You are part of a social community, get your community talking.
Leave nothing open-ended.
When a customer messages you by Direct Message respond in a timely manner and don’t leave the conversation until it has ended.
Communicating with your social community is extremely important. According to ReviewTracker’s post, “24 Social Media Marketing Statistics You Need to Know in 2018,” 53 percent of consumers who expect a brand to respond to their tweet demand that the response comes in less than an hour. And when businesses don’t meet these expectations, 38 percent would then feel more negatively about the brand and a full 60 percent will take unpleasant actions to express their dissatisfaction. (24 Social Media Marketing Statistics You Need to Know in 2018 – Migs Bassig)
In summary, be genuine, be consistent, and give back often.