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How to Use Facebook Comments and Messages to Get More Clients

 

It’s true you can automate a lot of your social media posting, but there are a few things that you can’t. With PromoRepublic DELUXE you get stunning visuals, professional post copy with effective calls to action, proven Facebook Ads, but there are some social media actions that can only be done by you.

Check out this guide to learn best practices of Commenting and Responding to Messages.

Commenting

Online shoppers are influenced by reading social media reviews, comments and feedbacks. Studies say that 85% of consumers read up to 10 online comments and reviews before they can trust a brand. Hence the effectiveness with which you manage your comments could have a great impact on your business. Social media is about personal contact, and comments show your followers how important they, and their needs, are to you.

Here are the basic rules of handling social media comments:

  • Respond ASAP

Not only should you respond within an hour (at most, 2), you should ALWAYS respond.

TIP: Use Facebook Manager Page Mobile App to easy manage all your messages, comments and posts (iOS, Android).

  • Be friendly and personable

You are the voice of a brand and the voice should always be a good representative of the company.

  • Be transparent

As a brand, it is important to be absolutely transparent and not make it seem to the customer that the brand is trying to cover up for an error.

  • Keep good records

The social media comments you receive can give you a lot of insight into how you can better serve your customers.

  • Go private

Never leave comments about product/service without sending a private message to the responder. Your lead is hot – now it’s time to talk about best offers, as long as you’ve resolved any problem the commenter may have had.

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To PM (private message) them, tap on the profile photo and choose Message. Don’t forget to comment on that you’ve sent a message.

  • Request a review

Where applicable, it might make sense to request the customer to leave a review.

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Make it easier for them and insert the link to review your service in your comment.

  • Encourage people to visit again

Always encourage your customers to come back and bring their friends along as well.

Responding to Negative Comments

  • Always respond

When you don’t respond, you look like you don’t care. That makes people angry and they’re likely to leave even more negative comments. This hurts your brand.

  • Apologize first, acknowledge the error

Always begin the comment with a polite and courteous apology.

  • Ask for more information

Sometimes, frustrated customers may not give all the info that may be required to help sort out the issue.

  • Go private

It may be prudent to take the conversation private in some cases.

  • Do not ignore/delete

Odds are that people saw the post, and if it just disappears you look like you’re dodging the problem.

  • Let a discussion happen

Your community might want to get involved. There is no better proof of your brand’s likeability than fans and followers sticking up for it.

Messages

Just like comments, messages are a way to build good relations with your audience. Some marketers neglect this hidden side of social media marketing (hidden, because it’s something that what’s going on behind the news feed).

When they see your promotional post, they don’t need to send you email or contact you via website to ask about your working hours, price, shipping etc – they simply tap on your profile and PM you.

  • Pop-Up Messenger

Facebook offers you pop-up instant messages if your response rate is higher than 90%. Seeing that you use messages actively, the network sets an instant message to provoke visitors ask you business questions or simply start conversation. Make sure you respond actively to make this feature available.

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Go to Settings and choose Messaging to set up:

  • Response Assistant

Send Instant Replies to anyone who messages your Page

  • Response time is important – instant replies let users know you’ll respond to them personally soon.

Be honest and choose from “instantly” to “within hours”

  • Stay responsive when you can’t answer

Let customers know that you will respond soon

  • Show a Messenger Greeting

Create a greeting that people will see the first time they open a conversation with you on Messenger.

Social Selling with Facebook Pages Manager App

Save time by responding to all enquiries within a single Inbox: Messenger, Facebook and Instagram comments. Now you’re confident that you aren’t missing an important message or comment. To use updates, please download/update Facebook Pages Manager Mobile App (OS, Android) or see a notification from Facebook on web version.

A single Inbox for Messenger, Facebook and Instagram comments

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  • Personalize

Simply tap the person’s name to see their publicly available profile, as well as their previous interactions with your business. You can also create your own labels and apply them to people based on what they messaged you about.

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  • Reply to Comments

You can reply to Facebook comments, visitor posts, reviews, messages and Instagram comments directly from the updated inbox by tapping on the content you want to answer.

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Not only are the comments, messages and other non-automatable communications vitally important to a brand’s image, they can also offer an opportunity to connect on a deeper level with fans and followers. That can only lead to increased engagement, and better sales. And, with apps that make it easier to manage all your messages, comments and posts, how can you go wrong?

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