If your company is present in platforms like Facebook or Twitter it is because the brand somehow seeks greater interaction with potential customers, being crucial to communicate with them in the right way.

First and foremost, keep in mind that responding, thanking and enlightening social media followers should not be viewed as just a matter of sympathy. Your followers can give you precious information for your business by making comments, giving reviews or praising your products or services.

Here are some tips on how to communicate with followers of your company's social media.

Always respond to comments and messages

If someone comments on a post or sends a message to your company page, they certainly expect to have an answer, especially since those who use those means expect more immediate communication. All comments, whether criticisms, praise or questions deserve an attentive, friendly and helpful response. Thank them for the compliments and criticisms and note that they will be taken into account to improve your service or continue to amaze them with your quality.

The same applies to messages sent, for example, to Facebook chat. Try to respond as quickly as possible and clarify any doubts the person may have. This will show that your brand cares and values ​​the opinions of your followers. Also try personalizing your answers, using the name of the person you write to, making you feel that you are being treated uniquely.

Be quick

In social media, being fast can be decisive for someone to choose your brand or another that offers the same services. You should respond as quickly as possible to your followers, but take the utmost care of how you do it. There is no point in answering in 5 seconds if you are sloppy in the language you use and do not give all the information you are asked for. You should find a balance between speed and brio in your responses to the followers of your business page.

Do not feed discussions

Trolls are people who, seeking to denigrate the image of a brand or company, are constantly making negative and provocative comments on the websites of these brands. For these cases, we recommend that you avoid confrontation with these followers, always seeking to provide the most factual and transparent information possible, which throws down their unfounded criticism.

The ideal will also be to win these customers and convince them that your brand has quality. If this is not possible, try to make sure that these opinions do not reflect those of the people who trust your company.

You should also examine whether the criticisms made are well founded and seek to remedy the situation if so. Be humble.

In any case, companies have the legitimacy to reject messages or comments that do not comply with the terms and conditions of the organization itself.

If you make a mistake, admit it and apologize.

Admitting an error and apologizing is an excellent opportunity to show your followers that you care about them and their opinion of your company. Humility is one of the qualities most recognized by customers. If you make a mistake, admit it and try to find a solution that shows those involved that you want to repay them. You should never ignore a complaint.

You can even contact the customer by private message, but the ideal will be to show publicly that you care about the experience of your followers. Always respond through the company's official website and never from your personal page.