It can take years to build up a reputation, but only hours to destroy it. This is especially true on social media, where the conversation moves quickly: all it takes is one disgruntled customer’s complaint to go viral to ruin a reputation.
Word-of-mouth is incredibly important to your marketing, with 92% of consumers believing recommendations from friends and family over other kinds of advertising. While online reviews are great for transparency, they also give trolls and entry point to target a business. It’s essential, then, that praise maintains high visibility on your social profiles.
Our automated moderation software makes this easy and saves you time, so you can ensure customers remain happy and your reputation is protected.
Threats to an online reputation typically follow two instigators: a targeted troll attack or viral complaint.
It’s a no-brainer that organized troll campaigns big and small can undermine your credibility. That said, even abusive language and profanity within your community can reflect poorly on your overall business and user base: you want your community to reflect your core business values. If you don’t moderate brand comments to ensure your profiles are spam and abuse-free, you also run the risk of harboring a negative association with your business.
You should also deal with customers’ genuine complaints swiftly and promptly. Good community monitoring means remaining vigilant of users’ woes, so you can spot and deal with potential crises before they spiral out of control. With proactive moderation, you can better detect and focus on genuine negative engagement to protect your rep.
So, how do you increase your ability to banish trolls and focus on your customers? Use an auto moderator! Our software can help you moderate comments by whisking away abusive posts and spam within the minute they’re posted, at a high accuracy rate. It’s always on—24 hours, seven days a week—and works automatically, saving time for your team.
You can even protect online reviews by immediately hiding ones that contain profanity or are obviously posted to attack the business. With so much time free, and without having to sift through profanity and trolls, your team has to only worry about engaging with customers and learning how to better meet their needs.