The Importance of Monitoring and Responding to Social Media
In another article, we talked about the importance of monitoring to achieve a positive digital reputation . This monitoring would be meaningless if there is no response to the mentions that users make of a brand. But, what should feedback be like with consumers on the Internet?
The Role of the Community Manager in Comment Management
The community manager must attend to and respond to each and every comment made about our products and services on the Internet. We must not forget that when we work on social networks, we are the voice of the chemical manufacturers email lists brand and that our reaction or comment must always be correct and appropriate. The biggest detractor of our brand can become our best ambassador after good customer service on social networks.
Speed of Response as a Key Factor
First, responding to a mention or question that a consumer asks via any digital platform several days after it was asked can damage a brand's reputation . Online users expect an almost immediate response, especially those who are airing complaints. Customers today are very demanding and often expect a response within 60 minutes at the most. However, those companies that respond quickly tend to generate a positive attitude towards the brand.
Valuing Positive Comments
We should not neglect positive comments, they are just as important as negative ones. There is no need for a particularly elaborate response. A simple thank you may be enough, although it is always more advisable to write a longer and more personalized response, which will further increase the consumer's loyalty to the brand and, therefore, its digital reputation.
Creating a Consistent Message in Multiple Languages
If we are working on networks of companies with presence in several countries, it is important to design an internal use guide . In this way, we will unify the company's communication, creating a homogeneous message in different languages.
Handling Difficult Situations
On the other hand, we may also find ourselves in situations where we do not have the necessary information to respond or we do not know what to say. In these cases, it is recommended that the response be as non-committal as possible and always from a positive and friendly point of view.
Conclusion: The Relevance of the Community Manager in Digital Reputation
Responding to user comments is one of the best strategies to improve your digital reputation . We must always use friendly language to serve our users as if we were a customer service representative. We must be polite and provide information at all times about any questions or doubts they may have. The work of a community manager is very important and is the voice of the brand for a very demanding public.
