It is also important to choose the format of the response. There are two types: classic response and guerrilla marketing. The first format is a response from an official representative or an agent of influence to a comment mentioning your brand. The second is integrating into an existing dialogue or creating a dialogue from scratch with the help of agents of influence.
Feedback to customers
Based on the monitoring conducted, you can leave official responses on behalf of the company. It is important in this matter to find an individual approach to clients and respond to reviews: if it is positive, then it is important to give a personalized response, if it is negative, you need to understand the reason for such a comment.
An example of a template official response to negativity:
Hello, Victoria! Thank you for your feedback. We would like to oman telegram data look into the situation, but based on the description in your feedback, we were unable to identify you in our system. Please specify your order number. We will definitely look into it and get back to you with feedback.
It is important, even in a template version, not to exclude creativity and to take into account the individuality of the client, making messages as personalized as possible.
Types of Negativity
Constructive
Here we work through the negative and make the user loyal. This is the "easiest" case in terms of processing and feedback. After your response, the client can even write a refutation of his comment.
As a rule, it does not contain detailed information. This type of negativity is difficult to work out, since the user may have already formed a negative impression of the brand and it will be difficult to convince him otherwise. Here we give an answer that is more focused on our other potential client.
Obscene language