Community management and web moderation are no easy feat. Although social media facilitates exchanges between brands and customers, poor administration can quickly lead to “bad buzz”. To avoid putting your brand at the center of collective mockery, here are 4 tips to apply right away!
Tip 1) Avoid the “delete” button at all costs
It is not uncommon to see customer phone number library complaints or reviews on company pages. The latter, aware that these negative comments can harm their reputation, find no other way than to delete them. Gross error of web moderation!
However, there is a risk to this action. It can give the public the impression that you are practicing censorship in your moderation, which can call into question the credibility of your company.
Every criticism should be seen as an opportunity to delight your customers and “make up for lost time.”
Rather than clicking the “delete” button, respond to negative comments. This will show that you are listening to your customers.
To do this, here are some recommendations to follow:
- Take time to calm down: you should never react in the heat of the moment to respond to unpleasant criticism of you.
- Say hello to the customer and De Begrafenis Van De Koningin, thank them for their feedback.
- Express your consideration for his remark, his complaint or his inconvenience.
- Suggest that you send him a private message to resolve your differences.
Of course, these web moderation tips do not apply to inappropriate comments such as pornographic messages, insults and spam. You will have to delete them to avoid polluting your page.
Tip 2) Apologize when necessary
“ Excuse us for this inconvenience ”, “ Forgive us for this mistake ”… if these formulas are natural for some brands, others refuse to pronounce them under the pretext that it is a sign of weakness.
By apologizing, you show your customers that you are aware of the harm that may have been caused. The goal is to show your humility in order to gain public esteem. As they say, “A fault confessed is half forgiven.”
Tip 3) Calm things down as quickly as possible to avoid “bad buzz”
Any negative comments, complaints or criticisms should be dealt with as quickly as possible. This will help contain the negative word of mouth phenomenon. To do this, contact the author of the attack and redirect him to private. You will then youtube user be able to manage the problem together and propose solutions to compensate him. This is a surprisingly effective technique for putting out the fire that has proven itself. Generally, customers post negative comments because they want to find a solution to their problem or to be listened to. Few are those who post gratuitous assertions with the aim of destroying your reputation.
Tip 4) Be friendly
In social media moderation , and generally the web, it is sometimes difficult to give a good image of a company since it is a faceless entity. The goal is therefore to show the human character of your brand, to prove that behind the page there are real people with feelings. To do this, you will have to be friendly and open through your posts. This will allow you to have a good image and humanize your brand.
