Managing a facebook campaign
When you decide to advertise on Facebook, it comes with many perks and the occasional drawback; in particular, negative Facebook ad comments.
Whether you have hundreds or thousands of Facebook followers, you’re bound to get at least one user who will take issue with your post, or will use your post to leave negative reviews. It’s not completely uncommon to receive negative comments on Facebook ads. However, you should not treat it lightly – if you do, it could negatively impact your brand.
Facebook ads can be such a great way to sell your product or service and are one of the most powerful tools of social media marketing. A highly targeted ad campaign can breathe new life into your revenue. This article is to help the small business owner understand the ecosystem of comments and trolls that can have a huge impact on the ads you are running and your entire online advertising and digital marketing system. These comments can have a negative effect on how the general public perceives your brand. Managing negative comments on Facebook is an important process in building your brand reputation
Is it ever ok to delete a Facebook Comment?
Many people running Facebook ads try to avoid any possible issues by just deleting either all comments and questions or just the negative ones. Facebook doesn’t make this bode well for you. When you come across an ad, people often look at it to see how many comments there are. If the ad shows there are 14 comments, but when you click them, none show up what kind of impression does that give? It gives the impression you are editing comments and hiding something. The ad will always show the number of comments that have been added, and that number doesn’t change just because you are heavy on the delete button.
Don’t delete any comments unless it’s fake, spam, self-promotional, blatant trolling, derogatory or inappropriate language.
Answer all the questions and respond patiently to negative comments.
Here is an example of a comment that can be deleted – it is a clear scam and has a link attached to it. The best way to deal with a comment like this is to report the comment for scam, delete the comment and block the user from commenting further.
While you should get rid of certain comments on your Facebook ads, others should stay. These include:
- Bad reviews and complaints from genuine customers
- Constructive criticism
- Comments that express a personal opinion
While these comments are negative towards your brand, they’re genuine experiences or concerns.
Crucially, responding to these comments on time can increase positive sentiment towards your brand by up to 269%, because it shows you care what customers think.
The trick is to handle these interactions the right way.
Examples of comments to not delete – here the customer has a suggestion or a personal opinion to make the buying process easy to access, take this conversation private and work on rectifying the issue.
Many unhappy customers turn to social media as a last resort, so dealing with their issues quickly makes a huge difference.
85% of customers expect you to reply to their comments within 3 hours.
That said, many brands struggle to respond to social media comments. So even just taking the time to make sure comments don’t fall through the cracks can set you apart.
With Services like RISKEYE, you will be notified instantly (24/7) if there is any negative commentary about your brand, you can easily reply to comments on your Facebook ads and other social media posts too from one place.
Example – These kind of comments or post require immediate action, the comment specifies that there is an ongoing issue with the website that needs to be fixed right away, the best practise is to apologise and guide them through.
Take it out of the public eye and try to offer a solution
If the comment relates to a customer service issue, it’s a good idea to move the conversation to somewhere more private, like your DMs.
This takes the issue out of the spotlight. It also allows you to delve into more detail because the customer can share information like their email address or order number, policy number for instance — that wouldn’t be advisable to share on your main page.
A Final Thought,
Remember, oftentimes the responses aren’t just for the commenter but for the other potential customers that might be looking at your comments. Why would someone buy from a company that neglects its ads? Or a company that doesn’t answer questions? Or worse yet, a company that gets defensive in comments? It shows a lack of integrity and caring in this customer-centric digital age. It is important to really be on top of every point of customer contact. These practices also work for other social media ads
RiskEye gives you the power to anticipate, detect, and accommodate issues online in real-time, before they become a threat or harm your business. Check out our site to find out how we prevent, protect, and fix for businesses all over Europe, the UK, and the U.S. Our software catches all conversation to, from, or about you in real-time so you never miss a thing!
At RiskEye, we are moving to a time of needing new skills to see this new digital world in a new way. RiskEye monitors your brand online 24/7, using real people to send you alerts, so you don’t have to spend so much time watching for risk.