Responding to social media comments

Communication

Social communities are full of followers who want to interact with brands and companies by commenting on their social posts. Unfortunately, social channels move at such a fast pace that brands don’t know how or don’t think they have the time to interact. We feel differently. all brands should take the time to be human and respond to their communities comments. Here’s how.
Number 1

Cardboard RobotsWhen responding to comments on social posts be you, be human, and take time to think about your responses.

 

No robot speak and no abbreviations. Be professional. Today more than ever people are looking to be a part of a social community. A brands influence within a social community can be impactful when the human touch is applied. So be human.

 

Number 2

Emoji Smiley FaceRespond to your social community in the same manner your followers reach out to you. Be personal.

 

If the person on the other end has been thoughtful in their comment, be thoughtful back. If the person responded with an emoji, give them your best emoji back. The goal here is to match their communication style and build trust.

 

Number 3

Speak to your social communities as if they are part of your friendship circle. Be personable, professional, and positive.

 

Number 4

Put yourself in the person’s shoes. Be patient and willing to understand where they are coming from.

 

Number 5

Thank You SignExpress your appreciation to your social community each time you respond to their comments.

 

They have taken the time to write to you, acknowledge it and help them feel a part of what you are doing. Everyone deserves some brand love.

53 percent of consumers who expect a brand to respond to their tweet demand that the response comes in less than an hour.

Migs Bassig

 

Number 6

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.

 

Number 7

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.

 

Number 8

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.