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Maintain your brand’s online reputation, engage with your followers, and grow your audience.
Develop an engagement strategy that will determine how and when your brand responds to your Instagram comments.
While it’s not necessary to respond to every comment, give special attention to genuine customer questions and complaints. It’s a good practice to respond to these types of comments within 24 hours. You should try to interact with as many comments as you can to boost your engagement. Sometimes liking a comment will suffice if the commenter hasn’t stated or asked anything specific that would warrant a written response.
Being consistent with your brand voice is an important piece of maintaining your brand’s reputation online. Make sure that each member of your team who will share responsibility for monitoring your Instagram comments is following the same set of guidelines for how they should handle responses and customer concerns.
You should have a few approved methods for your team members to compensate upset customers. For example, if someone leaves a comment stating they received a damaged product, you might instruct your team to acknowledge the complaint publicly by replying to the comment and asking the commenter to send a DM, so you can get their information and send them a replacement.
Decide whether your business should use a social media management tool like Hootsuite or Sprout Social to help you manage comments.
If your platform is still new or if you don’t have a very large following yet, it might be easy enough to manage your comments directly through the Instagram app. However, if your account receives a large volume of comments every day, leveraging the help of a third-party management tool can make it easier and more efficient for your team to monitor and respond to comments from a singular dashboard.
If you are using a social media management tool, set up saved replies to respond to frequently asked questions.
Having saved replies ready to go can save a lot of time when you need to respond to common questions like when you’re open, or how to find the service’s page on your website. This gives you the opportunity to answer people quickly without having to type out the same information over and over again.
Divide the workload between team members and designate specific times when each member will be responsible for monitoring the comments.
If your brand has a large platform to manage, you may need to create a schedule to keep track of which team member is monitoring Instagram and when. This is a great way to make sure that there’s always a person available to answer customer questions or complaints to get them resolved right away.