Customers regularly take to brand accounts to ask product questions or complain about a late order, and those comments can influence how potential customers view a brand.
When it comes to comment moderation on a business's social media profile, companies need a sophisticated strategy.
That is especially true now because Facebook comments on brand accounts have turned increasingly negative in recent years., Around 3/4 of people reported seeing an uptick in negative comments beneath branded social media ads.
Brands have a few options for managing how customers take to the comment box in their comments section. For one, they could look to resolve the underlying issue. For instance, if they are receiving an influx of messages about delayed shipments or defective products, they can work with their carriers to improve efficiency or work with manufactures to improve functionality.
But when the solution is more complicated, brands have a few options:
The bottom line is that ignoring a new comment leaves money on the table. When customers complain, they expect brands to reply—and fast:
Importantly, those spending numbers held true even if the business didn't resolve the customer's complaint. Despite the number of comments, brands need to take the time to respond to people's comments. For customers, the speedy acknowledgment alone was enough to keep them loyal.
That's why setting up a social media moderation tool is so essential: Chatdesk Teams offers real-time monitoring that alerts brands when negative comments appear on their pages so that they can handle critical messages as quickly as possible.
Schedule a demo to learn more about how Chatdesk can keep your brand engaged in the conversation with customers and moderate feedback to your social media accounts.