Social media moderation and replies: comments and messages according to agreed rules
An unanswered comment and a message waiting three days tell the customer more than the best post. Moderation means making sure every reaction gets a reply within the agreed time, in the brand's tone, and that matters needing a decision go straight to the right person.
What does moderation include?
A quick, factual reply to a difficult comment builds more trust than ten compliments.
Moderation means keeping a daily watch over what happens around the profiles. It covers replies to comments and messages, reacting to mentions of the company, keeping discussions in order and passing on matters that need knowledge or a decision on your side: complaints, price questions, quote requests. All according to rules we agree at the start, so that replies are consistent no matter who answers.
How do we set moderation rules?
- We write down typical situations. We collect the questions and comments that appear most often and prepare replies in the brand's tone of voice.
- We divide the matters. We agree what we reply to ourselves, what we pass on to the company and how quickly, and what we do not publish, for example spam and offensive content.
- We set a path for difficult situations. Complaints, public criticism and crisis situations have designated people and an order of actions agreed in advance.
- We keep watch and report. We check the profiles at agreed times, reply within the agreed time, and in the monthly report show what customers are asking about.
What do you get?
- replies to comments and messages within the agreed time and in the brand's tone,
- moderation rules with ready replies to typical situations,
- a path for complaints and difficult situations,
- a monthly review of the questions and topics customers raise.
When is it worth outsourcing moderation?
- when messages and comments wait days for a reply,
- when replies depend on who happens to have access and sound different each time,
- when the profiles attract quote requests that get lost in the inbox,
- when the company runs profiles in several markets and languages.
Frequently asked questions
How quickly do you reply?
Within the time we agree at the start. Usually within a few hours during working hours, and faster for urgent matters. The time depends on the scope of the engagement.
Do you reply to complaints?
We reply as a first step, calm the situation and pass the matter to the person in the company who can resolve it. We do not make decisions on the company's behalf without its knowledge.
What do you do with negative comments?
We reply factually and publicly, because other customers read it too. We do not delete criticism; we delete only spam and offensive content, in line with the agreed rules.