Managing messages and comments on social media must be a part of our daily routine, especially for accounts with many followers and activity. Responding to social media messages is essential for your marketing strategy to work well.
If you handle social media accounts for clients, you will know that comment management and providing customer support through them require a lot of time.
Users find it more agile and easy to claim, complain or talk to brands through social channels. Also, they are free and open to everyone.
Respond to messages on social media
You can reply to users’ messages and comments on your different social media accounts.
Each one of them has its own section and options for you to manage the messages.
Let’s look at the example of some networks:
✅ Instagram has an inbox where you can respond to private messages and the user’s reactions to stories. From here, you can send gifs, photos, videos, or just text.
✅ Facebook has Messenger, where you can reply to all the messages received on your fan page.
✅ Twitter: Direct messages work great for maintaining private conversations with clients or followers and maintaining the privacy that public tweets don’t.
✅ Google My Business: Google’s business social media platform allows users to keep in touch with businesses through private messages and reviews. As an administrator of the Google My Business listing, you can reply to the reviews.
Manage messages with Metricool
Metricool’s Inbox functionality allows you to manage your messages on Facebook, Instagram, Twitter, and Google My Business. Also, comments on Facebook and Instagram and reviews on Google My Business.
Everything in one place, so you don’t have to go to each social network. A way to save time and have all your messages under control.
What you can do with the Metricool messages management tool
- Instagram: Reply to comments and private messages.
- Facebook: Reply to private messages and comments.
- Twitter: Direct Messages.
- Google My Business: Respond to reviews and private messages that Google users leave on your listing.
How to use it
In the Inbox menu, next to Analytics, you can manage your messages. By clicking on the one you want to manage, Metricool opens the work area on the right side of the screen.
- Clicking on the conversation opens the message.
- On the right side, you can reply to each private message with text, images, videos, or gifs. Depending on the social networks, you can use some formats or not.
- If you are responding to a comment, you will see the post it comes from, so you will have the context to give the correct answer.
- When you finish, you can mark the conversation as resolved, and it will go to the All messages folder.
In addition, at Metricool, we have added filters to make it easier for you to manage your messages and comments:
✅ Filter by social network: you can check and uncheck the social media platforms you want to review.
✅ Filter by type of message: you can filter by comment, private message, or Google review and thus go directly to what interests you.
✅ Message search: You can find a specific user with whom you were speaking or had a pending conversation through the message search engine.
It’s time to be in touch with your customers and give them the support they need!
⭐️ By replying to all comments and messages from Metricool, you won’t have to change users every time you want to reply from different accounts.
If you manage multiple accounts of different brands simultaneously, you need to log in and out every time you reply to a message on different platforms.
With Metricool, anyone on the team can manage messages and comments from all accounts without knowing the passwords for each of the customer profiles.
In other words, just by having access to Metricool, your team will be able to manage the messages from different profiles.
Advantages of responding to messages on social networks with Metricool
Social media is continuously growing, so giving support to your customers through them brings multiple benefits:
▶️ Immediate customer service
The number of users of social media keeps growing. This growth generates a greater volume of work, and you should take advantage of it. Giving good customer service through these channels will improve your brand’s image.
▶️ Convenience and time saving
Having analytics, planning, and messages all in the same tool will save you time and make your work easier.
▶️ Speed in your response
You have all your Facebook pages and social media accounts in the same place, saving you time and managing your inbox more quickly.
▶️ Conversations with clients
Using social media to talk to customers allows you to manage a crisis before it happens and encourages active communication with your followers.
Try our social media inbox management tool!
Customer service through social networks
Although it may not seem like it, there are many “rules” to follow when attending to customers through social media.
▶️ BE FAST IN YOUR RESPONSE
There must be little time between the user’s question and the company’s response. The social media user demands speed. The idea is to answer them before they disconnect.
If your company cannot respond to users in less than 24 hours, it is convenient to specify in your profile the hours in which you attend to customers.
▶️ ALWAYS GIVE AN ANSWER
Reply to all the messages you receive, even with an emoticon or a simple thank you. It is crucial for users that messages are answered. In addition, social networks value that comments are responded to. These are actions that can affect the algorithm of Instagram and Facebook.
▶️ OFFER QUALIFIED ANSWERS
Users look for you to solve their doubts and problems at the moment. You must explain things clearly and solve questions quickly.
Do you want to know more about Metricool’s features? 👇🏻