Should companies reply to comments?

one easy step to increase engagement

A simple rule to follow: YOU MUST RESPOND TO ALL YOUR SOCIAL MEDIA COMMENTS! This rule applies whether you have one hundred followers or two thousand. This is why it's in fact called 'social' media, and there is nothing worse than not responding to engagement.

Responding to comments on each post can actually help your brand and earn you more loyal followers. Showing that your organization cares, regardless if it's a positive or negative comment, tells your audience you are willing to take the time to support them. In addition, answering any posed questions can help establish you as an expert in your field.

When responding to comments, it's KEY to put your brand at the forefront. Your approach and style of writing should highlight your personality and the overall persona you want your organization to take. Far too often, I've seen organizations comment using singular personal pronouns (I, me, my) when they should be using plural possessive pronouns (we, us, ours). Staff should be responding to comments representing the organization as a whole and utilizing your brand personality to its' fullest. In addition, don't feel as if you can't use humor, emojis and GIF's in your responses. These are actually a great way to showcase your brand personality! Just ensure that you are doing so appropriately while still addressing any concerns being raised

To maintain consistency with messaging, you should outline your process so that all responsible employees are aware. Pass around guidelines in place or create templates for FAQ's. It's important to respond like a human rather than an out-of-touch robot, and the more positive reaction you have on each post will lead to more engagement and potentially more awareness of your brand.

So, take a few minutes now to look past at some of your most recent posts. Have you replied to any comments lately?

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Author Shannon Fernandez