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Facebook Marketers, how do you deal with negative comments on ads?
What is your strategy? Do you hide comments or reply? Also, what software do you use to manage this?
I usually repost and start advertising for the new post. Especially if it's really bad.
Yeah, the best way to manage them is to respond politely, try and take it off FB (move to chat, support or email), then hide the comment so only the person who posted and friends can see it.
It’s usually best to leave negative comments on your page and respond appropriately. Doing so signifies you take customer concerns seriously and want to rectify the situation as best you can.
Firstly, you have to acknowledge the negative comment. By acknowledging, it can be just a simple, “I have received your feedback and understand your concern, we are looking into the matter right now.”
Never ever direct your complainers to a feedback form, as it is insincere. As the receiver, we should take down the complainer’s details and not have them working on anything except to wait for our investigation results.
It actually depends on the type of comment. If it is a relative comment I suggest to politly reply and give all the necessary support (even through other channels). On the contraty if the comment is not relevant but just an insult I wouldn't hesitate to delete it.
It sort of Depends on the Campaign, but for the most part I just hide the negative comments. When I first started using Facebook Ads, a lot of the comments weren't negative about the post, but about having paid placements in the Newsfeed. Now more of the comments have to do with the product/link.
For the most part, anything you like or respond to will appear higher in comments. That's the main reason I try to hide negative comments (and either not respond, or respond privately) and like (as the page I'm promoting) positive ones.
Always respond politely and don't go into discussion if it's not worth it. So many people will just rant on you for fun or if they are working for a competitor.
If they respond negative but fair, try to engage these people. You can probably learn allot of this kind of potential users.
Hi James, I just stumbled across this article: https://growthhackers.com/articles/internet-trolls-profile-how-to-turn-negative-feedback-into-positive
The end of the article has some good insight for how to handle negative comments in general. Hope this helps!
There is a way to block certain words:
You can use this to prevent profanity from coming up etc.:
To block words:
Click Settings at the top of your Page.
From General, click Page Moderation.
Type the words you want to block, separated by commas. You'll need to add both the singular and plural forms of the word you want to block.
Click Save Changes.
It is best to respond with with an empathetic reply. Respond to their concerns and educate them on how that can be resolved! This would make viewers feel that they are important and they are heard
I have been doing Ads on several territories, and it seems that in 3rds world countries users seem to hijack FacebookAds comments to advertise their own related (and absolutely unrelated comments). It's frankly a pain to have to clean up ads on a daily basis.
I do FX (Financial ads) ads and it keeps getting filled with account managers posting their whatsapp for pyramid schemes, so in that case it's a ban, once I had a guy selling carpets on our ads LOL.
Otherwise users that are actually interested in our services or users that had and issue are answered politely and their case reviewed by customer service.
Do not hide or report unless it's nasty language. You deal with them the same way you deal with negative comments on your organic posts: acknowledge them by first apologizing for the inconvenience, ask for basic details. If there's more to it ask them to DM you to discuss it in more details and solve the problem.
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