Stay on top of your reviews—the good, and the bad

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Finally, make it easier for your team to never miss a message. A social media management tool that funnels all of your social comments, mentions and DMs into one hub—like Sprout’s Smart Inbox—streamlines your process, by organizing your social messages, storing canned responses and looping in customer care team members in one place.

A view of Sprout's Smart Inbox in Dark teacher data mode where comments from Facebook, Twitter and Instagram are all visible and answerable in one feed.

Your reviews are not a “set-it-and-forget-it” tool. Reviews need to be, well, reviewed by your team regularly. Leaving these unchecked might mean you miss customer feedback at best. Or, at worst, could mean you miss a flurry of negative reviews that spin up a brand crisis.

Beyond checking your reviews, ensure you respond to them—the good and the bad. Responding to positive reviews rewards the customer who took the time to sing your brand’s praises. And responding to negative reviews can provide you with helpful feedback and, when done empathetically, may even win you back a customer.

Make checking your reviews part of your monitoring and social analysis process. And create canned responses you can adjust and customize for different reviews to speed up your response process.

Regularly check on posts you’re tagged in to source UGC
People are likely already tagging your brand—in a mention or through a hashtag. Regularly check posts you’re tagged in and your mentions. This is one of the best ways to find UGC to repost and posts to engage with.