LL - Social Media Post Monitoring

Guidelines for checking facebook ADS and COMMENTS: https://www.loom.com/share/181ba84e10b0488aa5879d39a36969d7

• Check the page at least TWICE during your shift.
• Sign in to your personal FB page to access the company FB pages. 
• Click on the down arrow and select the page you want to view. 
• Go to the "Inbox" tab. 
• Inside the inbox, select "All Messages" - This will allow you to access all comments and messenger requests. 
• Once you click on a comment of an ad, you can then go through all the previous comments and look for comments that need to be hidden, unhidden, or responded to, or even deleted or banned(according to the guidelines below). 
• Once you have responded, don't forget to mark the task done. 
• This should be done on a daily basis. View this short tutorial (no sound):  http://recordit.co/eeyLGG87Ea

Guidelines for monitoring comments:

Open all "hidden" comments to see if they can be unhidden. Our page settings auto hides words that may be spam or "bad" words.  You can "unhide" comments that don't need to be hidden, using the "unhide" feature under the comment. 

Positive Comments - Be sure to respond to ALL positive comments. We generally want NICE/GOOD comments to be left for public viewing. However, there is a fine line as to what we should permit to stay visible because the more interaction a post or ad gets the more it stays boosted in the newsfeeds of our fans. The more popular it is the better. However, we still want to maintain a positive brand image as well. The tone you want to have: friendly, caring, enthusiastic.

• "LIKE" all positive comments. This helps to keep the ad boosted in people's newsfeeds. ● It is not enough to just “like” a comment though.  it’s important for your brand to always respond, even with just a "thank you".

Negative Comments - It's best if you respond to all of these as well. The best thing to do is reply and then click hide. The commenter and their friends can still see your reply, but their comment will be hidden from others who visit the ad.  If you give good customer support, sometimes the customer will reply with a positive reply, turning that bad comment into a good one you can unhide. Happens once in a while. If commenter is recommending other products, or really against your brand, constantly commenting, you can always ban them (bottom left of the comment) In certain cases, it is best to inbox in response to a negative comment, especially if you require their personal information or an answer from them. Comment letting them know that you inboxed them. To hide Click the 3 dots at the end of each comment and select hide. like: http://recordit.co/UDrzGMdgbN

Questions - If the customer has a question about our company or the product, we should answer it in a SHORT FRIENDLY response. (No long saved replies should be used) We want to post a friendly, personal, please & thank you, call them by their name, short response to their question. 

Repetitive questions or comments - This is conditional - we want to be careful not to respond with the same answer or reply over and over. People read the comments and if they see us posting the same reply to every question they tend to think it's a BOT, and that we don't really care about our customers. SO.. if there are a lot of comments on the ad (like more than 100)  then it's Ok to leave a few of the same questions visible to the public -- not everyone reads all the comments. You can always reply to the comment and then hide it - this ensures the poster receives the message!  If there are only a few comments and someone is saying something negative like "your video is too long" - again, post a response to them then hide their comment. The goal here is not to have too many of the same questions from customers and the same responses from our team in each ad. 

Service requests - If a customer asks about their order or for return instructions, search our system using their Facebook name  and try to access their order history. If you can't find it, respond to them and ask them to contact us via our support email address. If you do find it, respond politely and let them know we will send them an email with details, also post our phone number and support email so they can contact us that way too. 

When we are responding to comments, make sure to remind people of our support contact information, guarantee, and that auto-refill is optional. 

What to hide:

• Mentions another company product or posts a link to a product that isn't ours.
• Mentions other companies' products, brand names, or prices.
• Backlinking (adds a link to a different product or site that sells products competitive to ours (supplements).
• Negative comments towards our company, doctor or our products, sites, quizzes, etc.
• Negative comments towards other people who have commented.
• Negative or inappropriate language.
• Says it's an ad or scam, or that it asks for an email address. 
• Don't just hide something because you don't know the answer. You can always ask for help in responding. 

.>>>If you are not sure if you should hide it - ask Lori and she can help you decide. 

We don't want to discourage comments and questions. 

• If it's good, nice, happy, enlightening, or positive - ALWAYS keep it.
• If it requires a response - answer it.
• If it requires us to provide personal information about a customer, ask them to email us instead. 
• Comments tagging friends- reply with a thank you, we are here if you have questions, etc.

Comment threads:

Example -  responses to comments/questions: 

(Ampalive) Our post talks about this very issue! a root cause of mid-life weight changes, that has nothing to do with eating too many carbohydrates, too much sugar, “calories in, calories out”… or any of the other things we’ve been told.
Instead, it has everything to do with a single cellular pathway that has only recently been discovered. we invite you to read through the information for all the details.