The best way to handle comments through social media, whether they’re positive or negative, is to be proactive. Commenters come in all shapes and sizes, as we’ve seen this quarter through the various channels we’ve studied, and every person who comments wants attention. Most of the time, people When someone talks they want to be heard. They want to know that their voice isn’t a waste of time. When someone comments on a thread or post, they want the creator of that post to acknowledge them and they want it five minutes ago.
Sitting around and waiting to see what happens next on social media is a death sentence. Nothing positive can come from waiting. When consumers comment on social media, it’s important to understand from where they’re coming, but that can be hard. If a customer has a complaint, it may be obvious that it was their mistake. Common sense errors on either side of a transaction can easily result in bad customer service. It often times isn’t the fault of the organization but since social media makes feedback from the public so easy, dummies have a powerful voice. By responding quickly and letting the public know their voice was heard, it can help preemptively snuff any fires.