Once you start advertising on Facebook you’ll start to get comments under your ads and you’ll need to think of the best strategy to deal with these comments and address people’s questions or concerns.
However, as soon as you scale up your Facebook ads it’s going to be almost impossible to respond to every single comment you get.
It’s likely that you’ll get comments every few minutes or seconds.
And responding to comments would be like a full-time job.
Here’s what I suggest you do:
1) Set up filter rules to block hate and troll comments
In your business page settings you can set up a profanity filter and also activate page moderation by adding specific blocking keywords. Make sure you make use of both options to get rid of internet trolls, and people wiring troll or hate comments under your Facebook ad.
Most of the people who will write hate comments or give you a hard time are not your customers anyway. They’re usually just internet trolls spreading their negative vibes and you surely don’t want that.
Is this censorship?
No it’s called moderation.
If you host a party and there’s people who misbehave, break your furniture and insult the other guests, you’d kick them out, too.
And since it’s your Facebook ad, meaning your party, you make the rules. And a public space without moderation will quickly turn into a troll feast and a mess that can harm your brand and put off potential buyers who are interested but repelled by the negative vibes.
2) Respond either to every comment or no comments
If you start responding to comments, you’ll have to be consistent. You can’t only respond to a few comments and ignore the rest. As soon as you start responding publicly to comments, people will expect you to respond to your comment to. That being said, it’s usually better not to publicly respond to any comments and stay consistent instead.
The bottom line is this: You have to respond either to every single comment you get or not a single comment you get. It’s important that there’s a certain level of consistency, so it’s either all or nothing.
3) Respond to comments via private message
Instead you can respond to comments privately by sending a private message to the person who left the comment. This way others won’t expect you to respond to them, so you get the best of both worlds.
You can maintain consistency but give personalised support.
If you respond via private message other people won’t know that you did it, so you can now selectively answer the comments or questions you want to via private message and nobody will know about it except the person receiving the message which will give a personal touch.
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