I read today that 87% of all customer service related comments on social media are ignored by brands. I don’t know if that number is correct, but if it is, it seems high to me. That is a lot of ignored tweets, Facebook feedback, Instagram comments and other social media opportunities for engagement that are just dangling out there somewhere.
For a brand, mastering how to reply to social media feedback is an art. This is especially true on Twitter since brands are under a microscope there. Everyone watches to see if the brand’s response will be another Twitter facepalm, or if they’ll handle it with grace.
Even before deciding how to respond to social media feedback, a brand has to decide whether or not a response is even warranted. Obviously the brand doesn’t want to give a troll more PR by engaging with them, but at the same time, they don’t want to come across as a business that ignores people. It can be tough to navigate through the uncertainty.
This flowchart called Small Business: Social Media Response Flowchart (by Bplans) is a cheeky and fun way to figure out if you should respond to that social media feedback you just received. You can click over on the Bplans link to see the sources that Jonathan Michael used to create it. He put a lot of thought into this, and I think it is a handy little guide.
From personal experience, I can tell you that I get a lot of tweets every day. I look at each one, and in less than a microsecond, I know whether or not I will respond. In other words, once you get the hang of it, it’s not difficult. If you are having trouble deciphering between which ones to respond to and which ones to ignore, stick with it because it will get easier as you gain more experience. Thank you for reading my post and good luck!
(Click Flowchart to Enlarge)