Do you know how to effectively communicate with your audience on Social Media?

Your brand's presence on Social Media should reflect how you manage interactions in your physical store. Just as you wouldn't engage in arguments in front of your customers or ignore their questions, you should respond to online interactions with the same level of professionalism.

Ensure to Implement the Following!

Always Respond Within 24 Hours

According to a 2018 study, 83% of social media users expect brands to respond within a day, just like friends would. Social media platforms show posts to your audience in the same way they show posts from their friends. This allows you to present your brand as a friend, responding to comments, tags, and mentions promptly, just like they would.

Acknowledge Positive Feedback

Interact with and appreciate positive comments and mentions. Like or reply to positive mentions to show your gratitude. Responding to compliments with personalized interactions fosters an authentic connection with your audience.

Handle Negative Reviews Gracefully

Avoid engaging in arguments or unprofessional behavior. Acknowledge negative feedback and show understanding. If necessary, offer apologies to display empathy and concern. Remember, apologies are easy and often make your brand appear compassionate and likable. Consider deleting or hiding comments only in cases of unwarranted attacks on your brand.

Take Conversations Offline

Resolve issues in private conversations when possible. Avoid prolonged disputes on public platforms. Offer personalized assistance to resolve problems. Private communication ensures that negotiations for refunds or free services remain discreet.

As a general conclusion, remember that no matter which channels you choose to engage in, manage them consistently and give them equal importance. It is better to communicate on fewer channels but be consistent and professional, rather than being present on more channels and responding slowly, inadequately, or rudely.

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Do you monitor the statistics of your Social Media accounts, and if yes, do you know how to evaluate them?

Let's take a look at some of the key insights provided by the analytics for our accounts and how to leverage them effectively:

Many Likes / Few Comments

If you notice that your content receives many likes and shares but very few comments, consider asking questions to your audience. Provide the appropriate prompts to encourage your audience to respond and share their opinions! By initiating conversations and inviting feedback, you can create opportunities for your audience to engage more actively and express their thoughts.

High Engagement / Few Clicks

If you notice that you have high engagement but few clicks, it might be because you are not including enough Call to Action (CTA) in your content. Try adding more CTAs and relevant links to guide your audience towards the actions you want them to take. Your audience likely wants to learn more about your product, so provide clear directions and encourage them to explore further. By incorporating compelling CTAs, you can motivate your audience to click on links, visit your website, or take any other desired action.

High Reach / Low Engagement

If you have a high reach but low engagement, it's likely that you are not providing content relevant to your audience's interests. You may need to modify your content to elicit a better response.

High Engagement / Low Reach

If you have high engagement but low reach, it likely means that you are a niche brand. In other words, you have a small but dedicated audience. If this is not the case, then you may need to focus more on the outward promotion of your account to gain more followers.

If you need guidance, don't hesitate to contact the Virale team. We are here to assist you and provide the support you need for your social media strategy and campaigns. Feel free to reach out to us anytime! Virale