Costumer Service Comment Section

Who hasn’t gone to look through the comments a brand’s post to see a litany of “hey my product never showed up after it shipped” or “my product broke after 1 use and no one’s responded to my emails” type of messages? Depending on the brand there’s either a detailed response, a generic “We’re so sorry, please send us an email at support@company.com and we’ll get right back to you” or no responses at all. If you know anything about social media marketing then you can tell which brand has a dedicated response team, which one has an automated response pre-planned, and which one has decided it’s not worth their time to respond to customer complaints on social media posts. These are just three of the approaches a social media marketing team can take to customer service on their social media posts for the brand they’re representing.

Part of tracking metrics, planning social media campaigns and having a good online presence relies on not just knowing what your brand is well known for but also what it’s not. If you know what people like about your brand and customer service, you can make marketing posts promoting those items. It’s also good to have a plan on how to deal with negative comments, reviews and reactions to your brands content or products as part of the marketing plan. That way you’re not having a full-blown negative reaction or comment back and forth for all to see on a public post, you have a plan for how to handle things and what not to do as well lined up for you and your team.

Also, with the world of social media and how people want to contact customer care ever evolving, it’s important for those of us either in the industry or running our own businesses to keep up with current trends for these topics. Currently the main goals I have for my personal business is based on the parameters set forth by Esty. They reward shops who respond quickly to customer messages (such as initial replies in under 24 hours) and shops who make sure to ship on time with tracking. They also boost you towards being a “Star Seller” if you have a certain number of sales, certain amount made in sales and at least 95% five-star ratings. By hitting the first two, you usually can drum up the five-star reviews by leaving a little personalized note asking for one and thanking the customer for the purchase in the box.

Currently there isn’t enough of a following on any of the shop’s social media where there’s questions or concerns being left in the comments. So, for now I don’t have a fully written out plan for negative or concern comments. The only thing I do is I block and delete spam comments on posts, and I try to interact with every actual comment we do get. But as things grow, I know it would be beneficial to have a solid plan or response built so there’s not a negative back and forth in the comment section of a post if there were to ever be a customer service issue. This would probably fall under the social media audit and then marketing outline I am working on building for the shop.

Going back to knowing customer service trends, according to Statista in the U.S. customers prefer resolving issues via phone by 42% but digital channels follow closely at 38%. I see this all the time like the example shared at the beginning of this blog in the comment sections of social media posts. My shop doesn’t have a phone number for people to call or text, but it does have an email. We’ve only gotten one or two inquiries directly to the shop email in the last year so I understand the email preference being only 20% by U.S. consumers. In general, the response has been overwhelmingly positive to our shop and any private messages have just been questions about the items we have listed before a purchase was made.

Overall, understanding the ever-evolving landscape of social media marketing and how customer service ties in is an important job for social media marketers and their teams. It can be highly beneficial to have a plan for negative or neutral comments on social media posts and how to deal with them. It’s good to know the ways people prefer to contact a brand about an issue or concern so you have prepared responses or outlines for responses set up. This way your brand or business will flow smoothly, appear that it cares and has a handle on itself and is professional.