Have you ever gone to a company’s Facebook page to ask a question, only to receive an answer a couple days later, or sometimes not at all? This probably left you frustrated and not wanting to support that particular business. More and more people are turning to social media as a source for customer service. They also expect their questions to be answered right away!
Let’s take a look at a couple reasons why you need to reply to questions and comments on social media.
Increases Loyalty and Credibility
If someone leaves a comment on one of your social media pages and you don’t respond, they will likely go to a competitor, and that’s the last thing you want. Even if it’s a negative comment, responding in a timely manner could change that person’s opinion for the better. Studies have shown that 7 out of 10 people who had a negative perception of a company felt better after receiving a response. For example, if a candidate had a bad experience on a job assignment and shared this experience on your page, offer to reach out to them by phone or email right away to talk about the issue. Responding to questions and comments will also help build your credibility and will make people feel comfortable applying for a job.
When people receive a response on social media, they feel that company cares about them. If someone sees a job posting and has a question, responding to them will likely increase their chances of going to your website and applying for that job. They are also more likely to tell people they know about the positive experience they had working with you. Remember, no one likes feeling ignored!
When it comes to responding to questions and comments on social media, it’s important to have a customer service strategy in place. For general inquires on Facebook, you can create a pre-written response and turn on the auto-reply option. You’ll also want to determine who on your team will be logging into social media regularly to monitor for questions or comments and respond to any immediate concerns. This is especially important if you are using Facebook jobs; Whenever a candidate responds to those posts, it comes directly to Facebook messenger on your business page. By not checking and responding, you could be missing out on great candidates.
While constantly checking on social media and responding to questions and comments may seem like a burden, it helps a great deal in improving your credibility and building relationships. Having a plan in place will also help make this process a lot easier.
If you have any questions regarding social media management, we can help! Contact Us for all your marketing or social media needs.