How to Craft Responses: Reactive Engagement 101

As a brand, reactive social engagement is one of the best ways to make an impression and develop a relationship with your audience. Reactive is an essential part of any community manager’s job and shouldn’t be overlooked or done too quickly. When done correctly, addressing complaints, solving problems and rewarding positive feedback can really make a difference for current and future customers.  These tips below can help ensure your reactive work is in tip-top shape.

1.Know Your Brand & Your Audience

First things first is that you’re
speaking as the brand and should make sure that your social
tone and voice align. Would the brand use emojis, do they use humor, should
this be escalated to the client before responding – these are just a couple
questions you should consider. It’s also important to keep in mind what risk
factors could come with responding, especially when it comes to comments that
could stir-up controversy.

2.Make it Personal

Nothing is worse than a robotic
response – especially to negative feedback. It makes the customer feel like
their concerns aren’t being heard. Make sure to add a personal touch to your
response – something as simple as including their name can really make a
difference. Remember, your response could ensure you don’t lose a customer or possibly
lead to a new one.

3.Match the Effort

If the comment is a lengthy paragraph
expressing how much they love your company and sharing how wonderful their
experience was, don’t just “like” it, respond! This person went out of their
way to reach out and share their experience, match their effort with your
response. Double check if your client utilizes surprise and delight
opportunities and take advantage when appropriate.   

4. Always Engage

Make sure to address comments on both sides
of the spectrum. Sometimes creating a good response to a positive comment can
be surprisingly difficult, but it can make all the difference. With that being
said, it can also seem easy to ignore the negative. That’s not recommended as
you could use this as a chance to help and potentially win a customer back.

5.Keep the Conversation Going  

When the opportunity is there, keep the
conversation going! In some instances, a “like” is appropriate, but find a way
to respond when the opportunity is there. If they’ve tried a recipe you’ve
shared, ask them how they liked it. If they weren’t happy with something, ask
how you could make it better.

6. Proof, Proof, Proof!

And last, but certainly not least – proof your work before
you hit reply! Make sure your grammar is correct and there are no spelling
errors. (Including their name.) 

Ultimately, putting the time in to understand your brand and the community will help grow your reactive social engagement. So, go out there and give reactive work the attention it deserves! Still looking for more help? Give us a call!

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