THE ULTIMATE GUIDE TO
Managing Comments on Social Media

Learn how to moderate, engage and measure.

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What This eBook Covers

Checkmark Tips on how to manage all types of engagement - the good, the bad, the ugly

Checkmark Best practices from Fortune 500 companies, disruptors, and challenger brands

Checkmark How managing engagement effectively impacts social media and ad performance

Table of Contents

I 01 MODERATE: Social Media Moderation: Why It’s Essential and How to Do It

02 ENGAGE: Leverage Engagement to Boost Conversions and Customer Service

03 MEASURE: Understand Your Customers to Drive Better Results 

04 IMPROVE: Why Partner With BrandBastion To Level Up Your Engagement Game

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Learn How to Manage Comments

Learn How to Manage Comments

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INTRODUCTION

Social media has become an alternate universe – a world as real as the brick and mortar world. For brands, social media provides an opportunity to reach  new customers, drive sales, and engage with existing customers. While brands have many advertising options to reach users on social media, they have far less control over the volume and type of social media comments that their ads receive. These comments become a part of the ad, shape viewers’  perception, and can make or mar brands.

In our experience working with Fortune 500 companies and emerging disruptor brands, we have found that there are some key competencies brands need in order to manage social media comments effectively. Brands need to be able to detect, classify, assign, and take actions (such as hiding, replying, or escalating)  on comments at scale in line with the business goals.

BRANDS HIGHLIGHTED IN THE GUIDE:
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CHAPTER 1

Moderate

Learn why moderation is essential and how to do it:
  1. Customers depend on social media for information
  2. Comments influence buying decisions
  3. You could be losing sales to competitors, and having your ad performance damaged by spam and trolling
  4. Your community could be in danger
  5. Your brand is associated with what it’s surrounded by

Brand example: BBC Sport

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CHAPTER 2

Engage

Dive into practical tips to help you reply to comments on your social media posts and ads.
  1. Handling Customer Complaints
  2. Managing Customer Feedback
  3. Use FAQ and Product Interest to boost conversions
  4. Getting maximum value of out positive comments

Brand example: Nike Sportswear, Lego, Little Spoon, NARS Cosmetics, Mattel, Frank Body.

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CHAPTER 3

Measure

Analyzing people’s opinions on your posts and ads can give you valuable insights into their perception of your products and services, as well as your targeted message. It can also give you an indication into the direction that your next campaigns and even business decisions should follow.

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Learn How to Manage Comments

Learn How to Manage Comments

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