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Managing social media comments

MANAGING COMMENTS ON SOCIAL MEDIA It all begins with listening TOOLS FOR SOCIAL MEDIA LISTENING ENTRY LEVEL TOOLS MID LEVEL ТOOLS HIGH LEVEL ТOOLS HOOTSUITE KO> MENTION MELTWATER GOOGLE ALERTS BRANDWATCH MANAGING NEGATIVE COMMENTS REASSURE DO NOT THEM OFFER AN INCENTIVE, WHERE APPLICABLE IGNORE/DELETE RESPOND ASAP GO PRIVATE, BE IF NECESSARY TRANSPARENT BE ABSOLUTELY HONEST, APOLOGIZE FIRST IT PAYS & ACKNOWLEDGE THE ERROR GIVE AN ASK FOR EXPLANATION, MORE INFO, WHERE REQUIRED WHERE REQUIRED UPDATE AND BE POLITE CLOSE AT ALL TIMES MANAGING POSITIVE COMMENTS THANK THEM AVOID CANNED, TEMPLATE-LIKE RESPONSES PERSONALIZE RELAY THE FEEDBACK ENCOURAGE THEM TO VISIT AGAIN LEVERAGE THE FEEDBACK REQUEST REVIEWS ON OTHER PLATFORMS SOCIAL MEDIA RESPONSE MANAGEMENT METRICS AVERAGE TIME TO RESOLUTION The average time to resolution is the time taken from the opening of a comment thread to the time the issue is resolved and the thread is closed. This depends on the type of the issue and may vary from a few hours to a few days or even weeks in some cases. In these cases, it is important to keep the customer constantly updated on the progress. AVERAGE FIRST AVERAGE NUMBER RESPONSE TIME OF REPLIES TO RESOLUTION The average response time can be calculated by taking the average of all the individual response times for This is the total number of interactions each post. These can be calculated s the time difference between the it takes to resolve the issue. This number should should ideally be one. first response to the customer comment and the time it was posted However, this is seldom the case and the average tends to be a lot of higher. 198.00 190,31 150.21 100.14 TOOLS FOR MANAGING SOCIAL MEDIA COMMENTS AT SCALE desk DESK k HAPPY FOX KAYAKO ge FRESHDESK ZEN DESK S CIAL BEAT we creale it for you wwW.SOCIALBEAT.IN ......

Managing social media comments

shared by socialbeat on Jul 12
A detailed guide to monitoring and managing positive, troll and negative comments on social media


Social Beat


Social Media
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