The comments! We are happy to receive them, we even hope for them, and then one day… one of them destabilizes us. Uninteresting, vehement, commercial or even... totally incomprehensible. What should we do with it? Post it, ignore it, delete it, reply to it? Response on a case-by-case basis. Neutral comments They are not particularly enthusiastic, but also not critical. In fact, you don't quite see what motivated the person to write to you... Under the photo of the red cushion with white polka dots that you sell on your e-commerce site, she commented, for example, "My aunt had the same ". Is this an ironic or nostalgic remark? No one knows, but this comment is of rather limited interest! Also, how to moderate it? If it's a one-time comment, you can leave it online as it is, without responding to it (it doesn't require one). If this happens often, specify on your site the type of comments you expect.
This is for example what the online recipe site didscullion, which received a lot of irrelevant comments. You can then delete comments that do not respect these instructions, without their authors Canadian Email List disappointed (they were warned!). Negative comments These are the trickiest to manage, as they negatively affect your e-reputation and influence your potential customers. There are several ways to handle them, depending on the context: The comment received is unfortunately justified. For example, a customer complains about your delivery times, and his order was indeed delivered a week late. In this case, validate the comment and make an online response to apologize.
This response should be visible to everyone to show that you care about the issues your customers are having. You can then send a private message to the author of the message to offer him a commercial gesture. The comment received does not seem justified to you. In order not to make the situation worse, you still have an interest in publishing it, replying that you will contact its author to try to find out more (which you will actually do, of course!). You are certain that the comment is not justified. In this case, publish it and politely argue your point of view. You will show that you are not afraid of detractors and that you are open to exchanges. The comment is offensive. Whether or not you are at fault, this is unacceptable, and you have every right to moderate it. However, do not ignore the message, it will only make the situation worse.