Today, a significant part of our life has moved to the online space, where we actively share personal moments, post photos, write our thoughts, and promote businesses. We have many fans and like-minded people here. But at the same time, there will always be those who seek to offend, humiliate, insult, devalue, or express their tactless opinion. Alas, everyone faces this, whether it is a personal profile or a business account.
No matter how well the company works, customer criticism on social media is inevitable. Users criticize in the comments under the posts, putting dislikes, or sending private messages. One way to deal with unwanted stuff in the comments is to hide comments on Facebook. But is it a powerful tool for a brand or a destructive solution? Let’s find out.
There are two types of criticism: adequate, constructive, and unreasonable, inadequate criticism.
We can observe fair criticism when the person who has bought your product or service makes arguments against this product. Of course, such a comment can be deleted, but we strongly advise you to contact this client personally and resolve the situation. Try to understand why your product harmed the client. Deleting comments is quite a pernicious thing that may cause a decrease in a business page’s rating, and you certainly do not need it. Reply to an unhappy customer in the comments and indicate your actions to solve the problem and improve your product.
Another type of criticism is inadequate criticism. It is essential to distinguish between a hater and an adequate person who wrote a comment on emotions. If you start a dialogue with a disgruntled person, then an adequate one will try to help you solve the problem, while the hater will continue to write delusional messages angrily.
Sadly, some followers of your brand on Facebook are still trolls, haters, or spammers. In this case, it is preferable to hide the junky content from your feed.
You should consider hiding such Facebook comments as:
When managing negative Facebook comments, you have a few options:
If you are a page admin and decide that hiding a Facebook comment is a proper way out for you, please follow the steps below.
What happens next? If you are a page admin, once you click the “Hide comment” option, you will see the comment blurred. For the comment’s author, nothing will be changed. Moreover, Facebook will not notify the author of any actions from your end.
To hide a comment on the Facebook app:
Once done, this particular hidden comment thread will hold back any notifications. Still, there is always a way back if you change your mind and decide to unhide it.
The advantages of hiding a Facebook comment are evident enough. First, you protect your brand’s reputation and hide the inappropriate content from your page visitors’ eyes.
If you misuse this Facebook feature and hide the comments that criticize your business mostly, this will lead to the loss of transparency and customer loyalty. Remember that the social media world is all about clarity and transparency. If you can address the client’s issue and provide good customer service, do that! Let other users see how you care about customers’ opinions and how effectively you deal with adverse situations.
Always consider alternative actions first. As already mentioned above, reaching out directly, addressing the users’ issues, and offering to find a solution is sometimes a better way to go here.
Your reaction to the negative comment should be:
Now you get a better idea of how and when it is appropriate to hide comments on Facebook. Depending on the comment itself, hiding comments on Facebook can help you or hurt you. Sometimes it is more reasonable to address even the most unpleasant user’s feedback and show that you are a responsible business interested in building lasting relationships with customers.
It is time to save time and energy on your social media management. Schedule, track, and optimize your social media efforts with Vista Social.
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