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When to Reply on Social Media – and When to Not

Today, most customers use social media regularly. So it is natural that they will use social media to connect with a business, raising their queries, seeking customer support or giving feedback. Not only this, people today are free to comment on social media posts of any business, giving their opinions.

Social media provides a quick conversation medium and most customers expect a super-quick reply from businesses. But, in reality, it is not possible every time. This is why many businesses have to face a downfall. In this article, you will find how to reply to customers in difficult situations, or when is the right time to reply to customers on social media.

Let us first begin with a few statistics.

  • According to HootSuite, people exchange over 1 billion messages with businesses on Facebook messenger every month.
  • In the future, more than 70% of people expect to message businesses more for customer service queries.
  • 64% of people say that they prefer messaging a business rather than calling them.
  • 9% of brands do not reply to comments on Instagram, and 16% do not respond to comments on Facebook.
  • 40% of holiday shoppers say they are more likely to consider buying from a brand they can message.

From the above information, you can depict how important it is for brands to communicate with their clients through social media and how much people prefer communicating with brands that take social media messaging seriously. However, it is seen that people are quite accustomed to poor customer service on social media. One of the main reasons could be that companies do not decide who will handle social media communication. So it just keeps floating from the marketing department to customer service. Another reason could be that the customers use a communication channel that they feel is convenient to them. Sometimes they use social media while other times they use webchat.

Replying to Customers on Social Media

A message to all your customers

If you are a business that prefers replying to customers on social media whether it be through public comments or stories, you must understand that whatever you would say to them would be the basis for all current, future and potential customers.

So, your first agenda should be to address the query of the customer but at the same time, you should keep in mind your second agenda which is to showcase to your potential customer that you care about your clients and will do everything to make it right if something wrong happens.

Answer more than what is required

Do not feel ashamed in responding with more information than required. This way you are putting a nice impression on your customer that you value them and you are here to guide them. When you respond to a customer, consider it an opportunity to showcase how quick you are in replying to your customers and how much you value them. Otherwise, if you think that replying to just a few comments on your social media would not do any good to your business, you might lose many potential customers.

Showcase transparency

Every customer looks for a transparent online business. No hidden terms and conditions and no biased behavior. But how would you show your customers that you are a transparent organization? It can be easily done while you reply to them on social media.

For instance, many businesses put out a public story to reply to customers. This way they are sharing the message with all their current and potential customers and are indicating that they have the same rules for all. This does not enhance a transparent but trustworthy relationship between the organization and the customers.

Take care when it comes to sharing personal information

You have to be transparent but at the same time, you have to maintain the confidentiality of your customers. So in the case of resolving an issue that requires some personal information of the customer like email, phone, address, order id etc. you must take the conversation from public to private space.

Consider this example, “Thank you for contacting us. We are sorry to hear about your experience. We have sent you a private message so that we can resolve the issue with you.” See how easily they took the conversation privately and showed that they value every customer.

Do not hide behind “Social Media is not for us!”

Many businesses these days hide behind the excuse that social media is not suitable for their business. However, that is not true. Every business, whether it be groceries, beauty, tourism, or even real estate, can survive online these days. If you are not online, you are not making any effort in being where your customers are. This could put up a bad impression on your organization over your customers. So, it is better to start today and shift online!

How to Reply to Negative Reviews or Comments from Customers

Sometimes, when customers do not get what they expect from a business, they tend to get upset. They might end up sharing a bad review about your business or might comment something on social media about their bad experience. First of all, do not panic. Do not feel bad about it. Instead, try to resolve the issue as soon as possible or try to provide compensation to the customer.

Here are a few tips on how to handle negative reviews and comments from customers:

#1 Reply fast

If you are responding to all positive comments quickly and leaving out the bad comments, it makes a bad impression. People would feel that your business is not trustworthy and you do not take your customers seriously. So make sure to reply as quickly as you can even if it is a short reply.

#2 Take responsibility

It is not a good practice to blame someone for a bad experience. In fact, we have seen many businesses blaming their customers. This isn’t good. Your customer does not care whether there was a problem with your delivery agent or there was a technical glitch. All they would care about is that they did not get what you promised.

So, instead of blaming others, take responsibility. You can always take up with the one who was responsible for the problem later and ensure that such problems do not occur again. But, you do not have to showcase your anger or disappointment in front of the customer.

#3 Apologising won’t hurt

Mistakes are normal and there is nothing to be ashamed of. However, many businesses never apologize for their mistake. Maybe because they never take responsibility for the bad experience. But, if you can apologize to your customer, it would put a very great impression on them. After all, no business wants unhappy customers and if saying sorry makes them happy, you must do that.

#4 Find a solution

Your work does not end after replying on social media. You must find a way to solve the problem and increase customer satisfaction. There are many ways you can compensate for the bad experience. This includes a reduction in price, replacement of an item, refund, etc. If a customer has not contacted you in private, you can send them a personalized email or message to help resolve the issue. Personalized messages work like a charm!

Some tips for good customer service on social media

#1 Make sure to set up a separate handle for social media customer care

Many businesses have started this practice and it is helping them. You just have to set up a separate handle for customer care. This way your customer care team will be able to monitor the customer service comments and messages easily and respond quickly. Even if people use your main account for customer service, you can pass their message along to the customer service handle and let them take care of the matter.

#2 Monitor conversations on social media

If you want to be on top of providing a good customer experience, make sure you monitor all the social media conversations. There could be times when you are not tagged in social media customer support requests but they require your customer service response. If you monitor all the conversations, you can easily find such customers who did not reach out.

#3 Create guidelines for your team

Deciding guidelines for social media communication will help your team to maintain standardized communication with your current and potential customers. You must focus on the tone of the response, response time, frequently answered questions, protocol for escalation of the issue to higher authorities, and a message approval procedure.

#4 Manage the expectations of your customers

People expect different response times for different businesses. For example, if you own tourism business, people would expect you to reply really quickly. You need to understand such expectations from your customers and alter your customer service guidelines accordingly.

Then, make it clear to your customers when your customer service is available and how much time it can take to reply. If there are any ways through which customers can get super quick responses, provide them with the information about those ways.

Key Takeaways

Social media platforms are a great way to connect with your customers and define yourself as a transparent and trustworthy brand that values its customers. However, if you skip responding to your customers’ messages, comments or queries on social media, it can put a bad impression of your business on your current and potential customers.

Summing up the tips and tricks shared above, it is recommended that every business should respond quickly, apologize for the inconvenience caused to the customers, and if your customer has an issue that many others could also have, post the solution publicly and create value for you and your customers.

Author’s bio – Emma Jackson is specialist in content writing, blogging and exploring new topics. Emma is also a part contributor to GoAssignmentHelp which provides law assignment help. She loves to write topics like marketing, education, and assignment services.

Originally posted 2021-09-13 22:50:06. Republished by Blog Post Promoter

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