It's sometimes important not to delete negative comments on your social channels.
Having a few negative comments, along with the positive comments, lends credibility to your brand.
It doesn't mean that you should leave them as is. It's vital to respond or manage each negative comment properly & quickly.
We have a few tips for you today, using which you can effectively manage negative comments & even leverage them to boost sales for your business.
1. Respond To Negative Comments As Quickly As Possible
The first & foremost rule when it comes to handling negative comments is to address them as quickly as possible.
Every minute matters; we're not just making this up.
A survey reveals that people who receive responses to negative tweets within five minutes are willing to pay almost $20 more in the future.
Responding within five minutes might not be feasible at all times, but setting a 60-minute window is recommended.
If your team finds it hard to manage such comments across social media, using a managed service like Statusbrew eliminates this hassle.
All your comments, mentions, ad comments, dynamic ad comments across social are synced and available at a single dashboard. You can run automation, manage comments as a team & even get detailed response time reports.
If you'd like to try out Statusbrew for your business, you can sign up right now & start your free trial.
2. Showcase Customer Experience In Your Response
89% of brands have to compete with each other through the customer experience they deliver. Which makes it critical to display an excellent customer experience as you publicly respond to your social comments.
But how exactly can you demonstrate your customer service level?
At the bare minimum, acknowledge the issue at hand & offer an apology in your response.
Then respectfully proceed with providing a solution to the issue in your response. It's also wise to move the communication to a more private medium such as DMs (direct messages) to avoid a public fallout.
3. Personalize Your Response
Make the conversation feel more natural by using personalization in your response to negative comments.
At the minimum, address angry commenters by their first name and sign off using your (or your team member's) first name.
Use your response to solve your audience's specific problem and offer an individualized solution.
The idea is to empathize with their concerns and focus on solving their issues.