Sorting comments? Oh come on, you'll say! An endless amount of time is spent sorting through comments, and now there's this sorting. Do we have an unlimited amount of work time?

Exactly, work time is not limitless! That's why it's so important to divide comments into groups, request reasons, or issues. Why? Because sorting can close many minor problems that, annoyingly enough, delay the resolution of many work tasks.

Remember, working with the community is a key aspect of successful social media promotion. People want to feel heard, and if you quickly respond to their comments, it builds trust and loyalty to the brand.

In this article, we will discuss why it's necessary to sort comments and messages, and more importantly, how to do it.

Quick Answer Selection

Let's see how it works in real-life examples to make it clearer.

Imagine you manage the page of a medical organization specializing in surgical treatment of eye diseases. Any comment can become a tricky task. For example, a question comes in: "Which method of laser vision correction is best if I have severe nearsightedness?"

If comments are not sorted, you'll have to sift through a bunch of messages looking for similar questions to provide a reliable and well-thought-out answer. Or you'll have to ask for help to have the methods of vision correction explained to you once again.

In the end, instead of providing a quick response, you only stretch the time, and the client, who was waiting for feedback, has already booked with competitors.

But if you've pre-sorted all the comments into groups, everything becomes simple. You have a separate group for laser vision correction questions, and you just enter it. In a matter of seconds, you find a similar question, and you already have a prepared answer.

Another plus of sorting is that it helps new team members. A new employee usually doesn't know all the details and nuances yet, and instead of spending time searching for information bit by bit, they can simply go to the right group and quickly find answers to questions.

Identifying Issues

Imagine you moderate an online store account. A comment comes in: "Delivery was delayed!" At first glance, this might seem like a coincidence. Well, anything can happen – mail sometimes doesn't make it, so there's no need to panic. But the next day another comment with a similar problem comes in. And then another. And you start thinking: "Wait, isn't this becoming a pattern?"

Sorting allows you to quickly identify that something is going wrong. You can immediately contact the delivery service, find out what's going on, and resolve the issue before it grows into a massive wave of dissatisfaction.

Sorting helps you gather all the evidence and understand where the problem lies. And if you were just responding to comments without paying attention to the frequency of similar issues, you could miss important signals and end up in a situation where you have to put out fires.

Feedback

Sorting comments and messages simplifies work in accounts with a large number of followers.

Let's analyze this with an example from a large women's clothing brand account. Every day you receive hundreds of comments: "How beautiful!", "I dream of this!", "And here this model stands in a strange way". Basically, lots of chatter! It's nice to read, but when it comes to important questions, they can easily get lost in this flow.

Here's an example. You post a chic dress, and among all this "fluff", a message appears: "Please tell me the exact composition of the fabric in this dress. I want to buy it for a friend's wedding, but I have a severe allergy to synthetic thread, and before buying, I need to make sure the dress is safe for my health."

If you don't use sorting, this comment can easily get lost in the sea of "great" and "wonderful" reviews. But if you have a "Product Questions" folder, you simply add this comment there and run to the production manager to get all the necessary information.

You know there's an important question waiting for you in the product questions folder. You enter it, find the comment, and quickly respond to the girl: "Hello! The dress is made of 100% cotton, so you don't have to worry. It's definitely safe for your health!"

And voila! The girl is happy, she's rushing to pay for the purchase, and you saved the situation. Without sorting, you might have missed this important question amidst all the chatter and possibly lost a client.

How to Organize Comment Sorting?

The first thing you need to do is activate comment and message sorting in the Postmypost service.

Instead of jumping from one app to another, you can do everything from one window in Postmypost.

You can add necessary tags to comments. For example, if someone asks about a dress size, you just add a "size question" tag. Or if someone leaves a positive review, use the "review" tag. This will help you quickly find the necessary comments and not lose important questions among the general flow.

You can also add user information: name, phone, and email address.

You can easily track what's already answered and what still requires your attention. That way, you keep communication with users under complete control.

Using the Postmypost service will not only speed up the customer service process but also significantly improve its quality. You'll be able to quickly respond to requests and better understand each customer's needs.