If you have a website or blog, you probably encounter. Negativity in comments every day – you can’t avoid it. But you can and should learn how to react correctly. Ksenia Shamenkova, social mia manager at REG.RU , told us how companies can properly handle negativity and thereby gain customer trust.
Hi! I have been working with social networks for 3 years and I know for sure that no matter how good the company is, negativity still comes. And not always constructive. For myself, I have come up with several rules for working with bad reviews, which I will share. But first, a few words about the main thing.
Why work with negativity?
I know that some companies like to keep negative comments under wraps. I hope you are not one of them π Bad reviews are a growth area and an opportunity to demonstrate care for customers, so leaving them unanswer, and especially deleting them, is not worth it. And here’s why:
The ability to respond to comments = brand reputation
When a person writes a review, first of all, he wants to speak out. It is important for the client that his problem is notic. And here it depends on you: solve the issue – you will gain trust, ignore – you will lose the client.
At REG.RU, not a single comment goes unanswer β we have 6 platforms in social networks and messengers. We read all comments and messages and always sincerely try to help. We also monitor third-party platforms β by the way, I highly recommend doing this regularly in order to respond in time and improve business processes.
By using our mobile phone number data various companies can improve their mobile phone number data delivery rate and avoid being marked iraq phone number data as spam. This leads to higher open and click-through rates, ultimately improving the overall effectiveness of their mobile phone number data marketing campaigns. And they succeeded in achieving their desired goal for our mobile phone number data.
Of course, it is impossible to keep track of everything manually, so at REG.RU we use the Mialogy tool for social network and mia analytics. For convenience, we have a chatbot connect: this way we see notifications throughout the day. A quick response β +1 to karma. Just kidding, but clients appreciate the spe of response.
Potential clients read reviews
Let’s look at the statistics. According to AliExpress research conduct 3 years ago, in 9 cases out of 10 users make a purchase decision only after reading reviews. Interestingly, a third of respondents trust reviews about a company only when there are negative ones among them: they believe that this way they can determine that the reviews are “not bought”. I myself pay attention to reviews so as not to buy a “pig in a poke”.
Now imagine who you would definitely not turn to:
to a company that has lonely reviews on social networks that are ignor by employees;
to a company that provides feback for every negative comment.
I think it’s all obvious. Let’s move on?
Let’s get to the main thing – how to respond to negativity
Our algorithm for working with comments is as follows:
1) We clarify the details and identify the client
It often happens that a person starts talking about their problem emotionally, but it is difficult for me to understand without technical details. In such a case, I first clarify the identifying information: this could be the user login, application number introduction to data structures or email. Depending on the situation, I also clarify the details of the complaint, so that it would be easier to find a solution to the problem in the future.
If the client refuses to write the data, we at REG.RU do not abandon him and demonstrate our readiness to help. Perhaps at the moment he is simply not in the mood, but later he will still contact us.
An example of working through negativity is that it is important to always remain polite and sincerely try to help.
2) We are looking for a solution to the problem
The main principle of REG.RU is to always tell the truth to clients. If a user’s request is forward to colleagues for consideration, this means that the issue will actually reach an employee from a specializ department. All requests are enter into the ticket system (a tool for working with requests) to make it easier to track their resolution.
First, I check whether there were any requests from the client regarding his problem. If there is no request, we ask to make one, since the SMM department employees cannot consult on technical, highly specializ issues. If the request is open, I look at which department it is in and contact them for advice.
If the question is simple and does not require clarification, I answer it immiately
A practical example of how to deal with negativity on social networks.
3) We offer a way out
This is the most important part of the algorithm. Even if the client decid to leave a negative review in order to “pour out his soul”, an offer to solve the problem can pleasantly surprise him.
A practical example of how to deal with negativity in social networks.
Let’s sum it up
My colleagues and I always keep a few rules in mind:
Don’t take negativity personally. This can be difficult, sometimes I get upset by individual comments, but it’s important to understand that the client may simply be in a bad mood on the day of the request, which is beyond your control. It’s better to focus on helping them and not take on too much.
React quickly and be polite. The client phone number my will feel your mood even through the screen. Say hello, thank the person for the review and try to help sincerely. Negative comments may be written by your competitors, but they will have nothing to cling to if you are always polite and calm.
Don’t waste emotions on trolling. Sometimes a commentator openly goes into conflict, but without specific claims to the product.
Don’t delete comments. Pretending nothing happen is easier, of course. But is there any point in that?
Answer publicly, but solve the problem individually. Sometimes a client who really has a problem writes in the comments – it is not worth finding out the details and the application number publicly, it is better to answer him in the comments in the spirit of: “please send the application number in messages, and we will try to help.” And then solve the issue one-on-one.
