Sorting comments? Oh come on! You might say! An endless amount of time goes into sorting comments, and now there’s sorting to think about too. Is our work time made of rubber?
Exactly, it’s not! That’s why it’s so important to group comments by categories, reasons for requests, or problems. Why? Because sorting can solve many small issues that, unfortunately, delay the resolution of many work tasks.
Don’t forget that working with the community is a key aspect of successful promotion on social media. People want to feel heard, and if you respond quickly to their comments, it builds trust and loyalty to your brand.
In this article, we will discuss why it’s important to sort comments and messages, and most importantly, how to do it.
Contents:
Quick response selection
Let’s see how this works with real examples to make it clearer.
Imagine you manage a page for a medical organization that specializes in surgical treatment for eye diseases. Any comment here can be a tricky question. For example, you might get a question: “Which method of laser vision correction is best if I have severe myopia?”
If the comments are not sorted, you will have to dig through a pile of messages looking for similar questions to give a reliable and thoughtful answer. Or you might need to ask for help to explain the methods of vision correction again.
As a result, instead of giving a quick answer, you just waste time, and the client who was waiting for your response has already made an appointment with a competitor.
But if you have already grouped all the comments, everything becomes much easier. You have a separate group for questions about laser vision correction, and you just go into it. In seconds, you find a similar question, and you already have a ready answer.
Another benefit of sorting is that it helps newcomers on the team. A new employee usually doesn’t know all the details and nuances, and instead of wasting time searching for information piece by piece, they can just go to the right group and quickly find the answers they need.
Identifying problems
Imagine you are moderating an online store’s account. You receive a comment: “Delivery is delayed!” At first glance, this might seem like a one-time issue. Well, things happen — sometimes the mail is slow, so there’s no need to panic. But then the next day, another comment comes in with a similar problem. And then another one. Now you start to think: “Wait, is this becoming a pattern?”
Sorting allows you to quickly identify that something is wrong. You can immediately contact the delivery service, find out what’s going on, and solve the problem before it turns into a real storm of complaints.
Sorting helps you gather all the clues and understand where the problem lies. If you were just responding to comments without paying attention to the frequency of similar issues, you might miss important signals and end up in a situation where you have to put out a fire.
Feedback
Sorting comments and messages makes it easier to manage an account with a large number of followers.
Let’s look at an example of a big women’s clothing brand. Every day, you receive hundreds of comments: “So beautiful!”, “I dream of this!”, “The model looks strange here.” It’s all just chatter! While it’s nice to read, important questions can easily get lost in this flow.
Here’s an example. You post a gorgeous dress, and among all this “noise,” a comment appears: “Can you please tell me the exact fabric composition of this dress? I want to buy it for my friend’s wedding, but I have a severe allergy to synthetic fibers, and I need to make sure the dress is safe for my health before buying.”
If you don’t use sorting, this comment can easily get lost in a sea of “great” and “wonderful” reviews. But if you have a folder for “Product Questions,” you simply add this comment there and rush to the production manager to find out all the necessary information.
You know that an important question is waiting for you in the product questions folder. You go there, find the comment, and quickly respond to the girl: “Hi! The dress is made of 100% cotton, so you don’t have to worry. It’s definitely safe for your health!”
And there you go! The girl is happy, she rushes to pay for her purchase, and you’ve saved the situation. Without sorting, you might have missed this important question among all the chatter and possibly lost a customer.
How to organize comment sorting?
The first thing you need to do is connect comment and message sorting in the Postmypost service.
Instead of jumping from one app to another, you can do everything from a single window in Postmypost.
You can add the necessary tags to comments. For example, if someone asks about the size of a dress, you simply add the tag “size question.” Or if someone leaves a positive review, tag it as “review.” This will help you quickly find the comments you need and not lose important questions in the general flow.
You can also add user information: name, phone number, and email address.
You can easily track what you have already responded to and what still needs your attention. This way, you keep communication with users fully under control.
Using the Postmypost service will not only speed up the customer service process but also significantly improve its quality. You will be able to respond quickly to requests and better understand the needs of each customer.