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7 dicas para responder comentários negativos nas redes sociais

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7 dicas para responder comentários negativos nas redes sociais

Confira algumas estratégias para gerenciar crises nas plataformas e manter uma imagem positiva da marca

7 dicas para responder comentários negativos nas redes sociais

 

As redes sociais tornaram-se elemento essencial a qualquer estratégia de marketing. Afinal, elas permitem que as marcas atinjam um grande número de pessoas, construam um relacionamento com seus clientes e conquistem uma audiência engajada. Entretanto, comentários e publicações negativas em torno da marca também geram uma repercussão em escala exponencial. Quando a empresa recebe uma reclamação, é muito provável que ela tenha fundamento. Seja uma crítica ou uma simples opinião, elas representam uma oportunidade de resposta. Nesse momento, a companhia pode engajar e, se necessário, se desculpar e corrigir o erro, ou pelo menos esclarecer a questão. Confira abaixo 7 dicas de como lidar com a situação e gerenciar essas crises eventuais:
1. Sempre responda
Responder aos clientes é um dever da empresa. A conversa com a audiência nas redes sociais deve ser o mais transparente possível. Provate il sito web onlinecasinokiwi.com e vincete soldi veri! A melhor solução é responder de uma forma positiva e que mostre a preocupação da marca. Por exemplo, caso alguém publique uma mensagem dizendo que odiou o produto, a companhia poderia se desculpar por não satisfazer aquele consumidor específico e reforçar que a maioria do clientes amam seus produtos ou serviços. Caso haja um fã ativo online, ele mesmo poderá combater esse cometário negativo.
Entretanto, há algumas exceções. Ataques sem motivo ou sentido, blasfêmias ou spams devem ser removidos sem direito à resposta. A audiência vai apenas se incomodar de a empresa excluir comentários e publicações se ela estiver tentando esconder algo.
2. Entre em contato com o reclamante em particular
Tanto no Twitter como no Facebook é possível contatar os seguidores por mensagens privadas. Caso não seja possível resolver a questão em particular por falta de colaboração do reclamante, a empresa deve mostrar, em uma conversa pública, que está fazendo o possível para solucionar o problema.
3.Tente resolver
As marcas devem perguntar ao reclamante se ele consideraria remover a publicação. Caso seja possível manter a conversa em particular e o problema for resolvido, provavelmente o cliente não irá se importar.
4. Considere banir ou bloquear o reclamante
Se mesmo depois de todas as tentativas listadas acima o usuário continuar causando problemas, as empresas têm todo o direito de banir ou bloquear o reclamante. Caso ele continue agressivo, utilize termos inapropriados ou insultos raciais e culturais, banir ou bloquear são as ações mais apropriadas.
5. Continue postando conteúdo de qualidade
Publicações com conteúdo educacional, informativo e inspirador são extremamente eficazes em superar elementos negativos da página. Mesmo que um cliente ou ex-funcionário publique reclamações, os posts positivos sobre a marca vão ofuscar esses problemas e fornecer uma boa imagem geral da empresa.
6. Desenvolva diretrizes de social media
Além das reclamações dos clientes, muitas empresas também precisam lidar com respostas de representantes da marca que, na verdade, não a representam tão bem. Muitas companhias possuem códigos de política e privacidade rigorosos. Diretrizes são essenciais. O que pode parecer senso comum para algumas pessoas pode ser estranho para outras. As empresas devem esclarecer suas expectativas aos funcionários que as representam.
7. Consiga ajuda adicional
Empresas que possuem uma audiência grande e ativa muitas vezes não conseguem dar conta de responder a todas as menções. Nesse caso, vale considerar a utilização de serviços como o Mention, que alerta quando alguém menciona a marca online. Seja um comentário positivo ou negativo, as companhias devem estar sempre alertas. Mas, ainda mais importante, devem engajar e ser transparentes.
Com informações do Insight180 

59 comments on “7 dicas para responder comentários negativos nas redes sociais
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