This article will not go in a logical order because it is easier (for me) to write loose items ordered, speak to an issue of utmost importance to CM or Community Manager or who simply manage their social networks themselves and how to respond to social networks.
One question that could lead to other questions like Is it worth answering?, Do I meet this guy?, What answer I get out?, All very valid and all with a response that we see in this article, come with me and see as you approach the answers in your social networks and be more sociable with your target audience.
No doubt some of the answers we give to our fans and friends in social networks is something we leave long or short term good or bad image as our company as CM even though many seem to doubt, staying silent in the face a question or complaint is not the best option, because like everything will be answered, well almost everything, leave aside the trolls a moment and focus on real people and life.
Is it worth answering?
I think this is already resulted in the previous paragraph and the truth is that if it is worth responding to, because it is also clear though many remain skeptical, if you answer each and every one of the questions your users will get a thank you (probably) that will become a recommendation and that recommendation in new follower and the follower in a new question, but this time the question will take you to a new customer interested in your products and if you need help ask again, you recommend and buy again and again, so you get more revenue and more revenue we know what benefit it is for any company.
Who do I respond?
First answer when I say everyone should not be to each of your 30 thousand followers, if you have them, but to make an honest question here depend on your ability to respond to the concerns of your customers, as no one help you if you make a mistake, but if you do there is always a solution, now who simply do not have to answer is who is dedicated to annoy, or trollear Internet as we know, this is easy to identify because your timeline at least on Twitter, messages will be filled by one person focused on a single topic and always criticizing, these people deserve an answer too, but this must be educated and should never stoop to the level that individual cultural lifeless.
How to respond?
The answer is easy, however it depends on your actual social skills, because it’s clear that you’re not dealing with a robot but with real people who have feelings and can give a bad review if you do not know how to respond, is good start with a “Good Morning” followed by a “we are reviewing your problem” and if the problem requires more detail a “please send an email to …” are basic things but very useful in creating community.
How to solve conflicts or errors
Here many erroneously recommend not responding to users demanding an error in a product or a service, you have to do the opposite of what these people say is talk to them, maybe they are right and your product has any error and your service is faulty, what matters is that you know to solve so that the user feels comfortable, a gift for a long wait would not be bad.
Learning to reply to messages in social networks is a maturation process that requires, first you will start to be brief but then you will be more specific but no less efficient, practical and see as improvements. If you have any comments or suggestions please leave your print, will try to answer it as soon as possible, of course you can send me a private message on the contact section and I will be happy to read it.