A good “social care” policy entails keeping up with your followers on Facebook. In addition to calling in and emailing support questions, people often will post on a business’s Facebook timeline for help. A recent Forbes article reported that businesses with a good customer care strategy on Facebook enjoy an 8% higher customer retention rate than businesses that don’t. Every day, you should log into Facebook for a few minutes and respond to your customers that have commented. Here are some suggestions for staying engaged with customers that comment on your Facebook page:
- Mention your followers’ first names whenever they post to your timeline – if a customer says they love your product say, “Thank you, Rob!”
- “Like” all posts and pictures directed to your business by your customers
- Give your followers some insight into your business – if they mention a product they like, ask them if there are any improvements they’d like to see made.
- Respond to all reviews and posts – even the negative ones.
A great number of users use Facebook to post their reviews. In fact, 67% of users are influenced by online reviews when making a purchase. Keep in mind, not all reviews and comments will be positive. Acknowledge your negative comments and reviews immediately. About 78% of consumers say that seeing management respond to online reviews makes them believe that the business cares more about them. Think of reviews as advertisements. Respond to each negative review as soon as possible. Use their name, apologize, and be specific to their personal issue. Don’t forget to provide an email or invite them to contact you in other way so you can resolve the problem. Reviewers are buyers of your product or services, the language they use is similar to the one your target audience will use. Most reviews include your keywords, which of course is another reason why positive reviews are crucial for your SEO.
Steps to complete this task
When customers tag your business in their content, simply ’like’ the post or respond with a “Thank you for your business” or “Happy you are enjoying your new product, we hope to see you again soon!”
Acknowledge all happy comments and reviews. Reply with a “Thank You” message. Also, be sure to use their name, for example, “Thank you, Sarah.” You can also include a follow up questions such as “What made your experience so great?” or “Who was your helpful sales associate?”
Acknowledge all unsatisfied reviews and comments immediately. You must show them that you care enough to address the problem immediately and be willing to help resolve it. First address them by their first name and apologize. Don’t use the same response to every negative review. Be specific and personal for each response. This shows that you care about their personal experience or problem. Then, give that user a way to follow-up with you off of Facebook. Provide an email address or ask them to “direct message” you on Facebook so you can get a better understanding of the issue and speak privately.
When you’re deciding how to reply to a comment or review on Facebook, remember that the most important thing to do is show you’re listening. Some people just want to be heard, and by acknowledging comments, you do that quickly and easily. Don’t let them build up by only responding once a week, try to do these things daily!
- Engage your followers by experimenting with new posting techniques.
- Don’t lose followers because of your mobile site.
- Make sure all Facebook posts have good call-to-actions to encourage your visitors to complete a specific action.
- Keep your Facebook followers engaged on your website.
- Build your online visibility by consistently posting on Facebook.
- Review your competitor’s Facebook pages.
- Brand your facebook page
- Stay Engaged with your followers on Facebook
- Decide what to post on Facebook
- Decide when to post on facebook
- Advertise on Facebook
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