Monitoring negative comments and reviews out-of-hours

3 replies
Hello everyone!

I work for a not-for-profit organisation with a gradually growing presence both in customer base (~9,000 customers) and social media following (~2,500 followers on Facebook and slightly less on other social media platforms).

There has been a noticeable uptick in negative comments on our Facebook profile and reviews on Google, and I was curious to see how other digital marketing professionals tackle this issue out-of-hours:

- Do you use a social listening/monitoring service? Do you pay per hour or per month?
- Do you take turns within your team responding to comments?
- Do you have another solution?

Thank you in advance!
#comments #monitoring #negative #outofhours #reviews
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  • Profile picture of the author WF- Enzo
    On Warrior Forum, yes we do use a social listening service that's linked to our Facebook account. I spend about 30 mins answering to comments.

    That's about it.
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  • Profile picture of the author Subho D
    Earlier I did not have a social media monitoring strategy and once my brand started to grow, I was facing similar problems. Even though you really cannot stop those negative comments, you can at least address the issue. My team later came up with this idea and we decided to give it a shot.

    Social media monitoring strategy actually helps to create engagement and it follows an immediate reactive system. Our team ensured that all the brand mentions get addressed and whether it is a negative comment or genuine product question, it came with an instant reply to sort that out.
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  • Profile picture of the author WF- Enzo
    Negative comments help improve your pages. I mean, what's the point of running a page if people don't have negative comments? Of course, not all negative comments are constructive so you'll have to delete nasty and ad hominem attacks.
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