Social media is being used more for marketing and is allowing brands to connect with customers in new ways than before. It is changing the habits of business. Brands now have a chance to be more proactive in helping their customers with problems through their social media platforms, and instantly can receive feedback, both positive and negative.
As such, a company should be monitoring their social media sites regularly to review their presence online and what customers are saying. For example, if someone has left a negative review or comment on your Facebook page, you do not want that comment to sit unresponded to for too many days. Your response times to customers’ feedback or comments could play a part in new customers deciding to use your business. Find business reputation management companies on Digital Exits.
A business can expect lots of benefits from using social media channels, if they approach using social media platforms with a well thought out strategy and best practices. Dealing with social platforms can be time-consuming, especially as your business grows, you might feel like ignoring comments and not responding, but that is not a good idea. Missing customer feedback or tracking your brand’s mentions can be detrimental to your business’s online reputation and performance.
Here are some ideas to help you with managing your reviews on social media.
Dedicate Person to Social Media Channels
Social media is running 24/7. You don’t need someone to keep these hours. Still, you do need one dedicated individual or a team depending on your business size that is responsible for monitoring your social media platforms during your business hours.
Social media is becoming a top-rated tool for promoting content and generating engagement. Still, these require you to be able to interact with people, which requires online presence and interest in others. Social media pages are excellent for customer service. A person that is patient and quick at problem resolutions should manage your social media sites for you to gain the most out of these channels. Your social media platforms will be the most successful when you are social on them.
Use Social Media Management Tools
To maximize your visibility on your social media channels, you need to post multiple times a day. There is no magic number of posts, but some businesses post up to 20 times a day across their platforms. Some posts will be automated, and others require active engagement. Given the complexity of posting and managing social media pages, a management tool such as Hootsuite, that lets you schedule posts and keep track of mentions, and engage with customers can be a lot of help. Utilizing a reliable social media management tool can lessen the workload of the individual overseeing the social media channels, so they can focus more on engaging and interacting with followers, and addressing customer inquiries.
Respond to all Engagements
The whole concept behind social media is engagement. You want customers, or potential customers to follow you, read your posts, click on your links, and share and comment on your content. Building engagement can be a slow process, but every comment, mention, and like, especially in the beginning stages of setting up your profiles, means growth for your social media channels. If someone is congratulating or commenting on your content, thank them. If you’re mentioned in a tweet, view it and thank those customers appropriately.
Every time you are commenting on a response to your customers, you are drawing their attention back to your channel again and create a higher chance that your posts will show up in follower’s feeds. Engagement is a critical tool for overcoming the algorithm on Facebook.