iA CONNECTED

Posting regularly, interacting and responding to comments, it pays off.

Research has shown that consumers of financial services believe that comments on social media are the most important element to be considered before making a purchase¹, where in the importance of taking the time to communicate with users!

For this reason, we have prepared 11 recommendations that will help you manage comments on social media:

1. Check to see whether you have new comment notifications.
2. Respond to both positive and negative comments.
3. Manage comments quickly, ideally, within one to 48 hours, depending on the nature of the comment.
4. Invite your current and prospective clients to contact you in private to continue the discussion².
5. In your responses, show that you’re listening and your desire to help. Take a human approach and avoid overly promotional communication.
6. For more complex comments, write that you have seen the comment and that you will respond as soon as possible. You will give yourself more time to think and come up with a more complete and appropriate response.
7. If you receive several negative comments, remain cool and take the time you need to formulate a complete and empathetic response! Feel free to ask a colleague for help or contact us.
8. Try to initiate discussions in response to comments even if there isn’t a specific question. For example, say something like “thank you for your interest”, “feel free to contact me” or, conversely: “I see that you’re unhappy. How can I help?”
9. Always respond fairly and respectfully: avoid taking a sarcastic, hateful or insulting tone.
10. If someone makes a vulgar, sexist, racist or violent comment in your regard or one of your follower’s regard, delete the comment. On Facebook, you can hide comments from other users by clicking on the ellipses (…) to the right of the comment and selecting “Hide comment”.
11. Pay attention to typos and spelling mistakes.

Also, remember that it is vital to manage comments on your social media! This is how you will strengthen your relationships with your clients.