Sometimes, social media is a double-edged sword. On one hand, it gives customers a voice, allows opportunities to spread your brand's message, enables natural word-of-mouth marketing, and drives brand awareness and advocacy. On the other hand, it can be a homeland for customer service issues, complaints, protesters, and overall disgruntled people.
When you're managing an online community, you're thrown into the depths of customer service -- sifting through issues, prioritizing, responding, contacting other departments, solving problems, troubleshooting, and more. In many cases, you are the front line for all customer-facing relations, which means you have to be prepared. Trust me, I know it can be overwhelming.
The fact is, however, there are some negative comments that absolutely need to be resolved and there are others you shouldn't waste your time on. Here are a few tips to help you prioritize which comments actually need responses and which dissenters in social media you can ignore.