How to deal with negative comments on social networks?

 Nowadays, customers are more and more accustomed to expressing their dissatisfaction on the Internet. Social networks are privileged media to express a negative opinion. Managing negative comments is therefore a job in its own right!

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Managing negative comments: this is an essential task for the reputation of the company. To satisfy dissatisfied customers, the challenge is to respond quickly with concrete solutions, while managing the most inappropriate comments.

Why is it important to respond to negative comments and reviews?

Social networks do not deceive. Everything is public and searchable. Negative reviews or comments can quickly tarnish your e-reputation.

84% of people trust online reviews as much as a personal recommendation. (Net Offensive, 2019)

When bad comments accumulate, it damages your reputation and your brand image. Only, it's not just about responding to comments, but about responding to them properly. It's about managing your customer relationship from your social networks.

To answer quickly

We must remain as available and responsive as possible. Consumers who leave you negative reviews may be frustrated and annoyed by a lack of responsiveness. They seek above all to obtain satisfaction. Waiting too long to respond to reviews can expose you to real bad buzz.

It is nevertheless complicated to be present 24/7 on social networks. However, it is possible to put things in place to boost your customer satisfaction. On Facebook, for example, it is possible to program automatic responses (chatbot) on the messaging system.

How to answer? Find solutions

If the customer is unhappy, there has been a malfunction in your service or product. Except in marginal cases, assume that the customer is sincere in his approach. It is therefore important to respond concretely to his request by finding solutions:

- guide him in solving the problem: indicate the service concerned, or tell him the procedure to follow to repair/configure his equipment

- Offer a commercial gesture: a discount on the next purchase, renew the trial period, refund your order, etc.

Do not try to justify yourself or argue, this would be perceived as bad faith on your part. First, apologize for this bad customer experience. Then, assure the consumer that their opinion has been taken into account and that it will be used to improve the service. Finally, offer a solution or compensation. If structural improvements are being implemented, you can share them with customers.

Manage insults and “trolls”

Unfortunately, there are ill-intentioned people who take advantage of social networks to denigrate a company. Sometimes these are competitors or simply malicious consumers (colloquially known as “trolls”). Some customers may also insult you or other users.

Moderating these reviews is imperative, but sometimes tricky. You must remove insulting or discriminating comments. You are responsible for your page. It is up to you to manage these overflows.

With regard to defamatory remarks and denigration, it is an offense punishable by law. Do not hesitate to refer them to your legal department. However, do not delete them, they will serve as proof.

On the other hand, you can respond to it without getting caught up in aggression or threat. You would also be wrong. Just state the facts as you perceived them. It also allows potential customers who visit your page to have your point of view and restore their confidence in your business.

Also respond to positive comments

It is also important to retain satisfied customers. It also happens through social media. Don't forget to respond to positive reviews. Express your appreciation and thank them for taking the time to leave a review or recommendation.

A positive comment is indeed an opportunity to value the customers who support you. You can also reward them for their concern with a discount, free shipping, free coffee, etc. No need to overdo it, a small gesture will make them want to come back.

Do you want to learn more about moderating your social networks? We can train you with pleasure, get in touch! :)

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