Moderation is a necessary part of managing any social media platform. It is a way of regulating content, responding to concerns, and maintaining the quality of your profile. Without moderation on Facebook, your responses would be disorganized. That means you wouldn’t be able to control your brand image and customer service would decline in quality. Using a social inbox to moderate your discussions is simply a must.
As a brand, you want to be able to respond quickly and effectively to any comments your fans might have on Facebook. Unfortunately, Facebook can make it difficult to look through every comment posted on your page. It is also difficult to keep track of which comments you or another moderator have already responded to. That’s why it’s better to use an external social inbox tool. Where can you find such a tool, you wonder? The answer is right in front of you. 😉
That’s right, Sotrender is no longer just a social media analytics tool! We now have a social inbox for organic posts, ads, and Messenger on Facebook! Many of you have been looking forward to this good news, and here it is! If you’re a marketer, this should be especially exciting for you. Let us tell you a bit about why.
It may not be clear to you why you should be using Sotrender to moderate your comments, ads, and messages. Perhaps you were even considering another tool. But how does Sotrender stand out from our competition? Why choose us over the others? There are three key aspects of our moderation that should make you pick us over the rest.
Reply to your customers’ messages
Aside from moderating posts, you can also reply to users on Messenger via Sotrender. This means you’ll have everything you need to manage social customer service from one place. Integrating Facebook comments and Messenger into one social media inbox is extremely practical for every social media manager or service specialist.
So what’s the benefit for all the moderators, social customer care specialists, and social media managers out there? Essentially, you will have a comprehensive tool for all of your Facebook activities. Because Sotrender offers you the ability to moderate your comments, ads, and messages on Facebook from one place, you’ll save a great deal of time and effort by staying on one page.
If you feel familiar enough with moderating posts, Messenger should be rather simple to navigate. As you can see on the top, there are two tabs: Facebook and Messenger.
Once you open the Messenger tab, you’ll see the messages organized in order of recency on the left. You can tag a conversation as “unread,” “to review,” or “done”. This is particularly helpful for a group of moderators since you can stay organized by monitoring which users need to be tended to.
You’ll be able to see which moderator sent what message and the status of each message delivered (sent, delivered, and seen). Overall, this will improve the quality and the speed at which you provide social customer service to your users. What’s more, it’s like the real Messenger chat because the replies are updated in real-time. That means you won’t miss anything new in a conversation.
Moderators can select the conversation with the individual user and have it open on the right-hand side. To make your responses more natural, we have added the ability to respond with emojis. You will still be able to preview all of the same visual elements as on the native Facebook tool, including GIF previews, stickers, emojis, and images.
Social inbox analytics
Now, what we’re about to tell you will be the highlight of your day. 😉
You need to know if you’re on your way to improving your brand’s relationship with your clients. But how can you tell whether or not your interactions with customers have been successful? It’s easy, you can contact us to create a social inbox analytics report!
That means you’ll be able to see the results of a variety of metrics. This includes:
- How many users were responded to within a specific period of time
- On average and as a percent, how much time it took each moderator to respond
- Heatmap indicating when your users were the most and least active during the week
- The sentiment of user comments
You can contact us to get more details about the report for moderation. Once you start using moderation, we’ll be able to prepare a report for your data. This reporting feature will be available in the app later on. Here’s a brief sneak-peek into what that includes. You can see it for yourself on these graphs:
We’re also currently preparing sentiment analysis within the social inbox tool for regular posts and ads. Everyone knows that sentiment is a crucial metric for establishing what their users think about their brand. That’s why we’re going to implement sentiment analysis and make it possible for our clients to check whether brand-client interactions are more positive than negative.
You’ll always stay on top of what your customers think of your brand with the help of comment sentiment analysis.
Post & ad moderation
If you haven’t had the chance to check out our social inbox tool yet, here are some of the other features that come with it.
The first thing to consider is that our social inbox works in real-time. It takes less than ten seconds from the moment that someone comments on your post or messages you that you get a notification about it in the app. You’ll also get a notification if the same person comments again, so you’re constantly up to date with the conversation.
What’s more, our app has something that no one else has: Gmail-style conversation threading. If the same user comments twice, you won’t have to open a separate tab or look very hard to find the comment. Instead, your conversations will be nested so you can keep track of which user said what. It’s significantly easier to track how the conversation is evolving when you know how one person is responding to you.
By clicking on the group tile you will be moved to the last comment posted by this user below the post. The newest comment will be centered on the screen and highlighted.
Once you choose a conversation, you can easily switch comments within it, which will be very useful in case of long discussions below posts and many comments.
By using the “previous” and “next” button you can easily move from one comment to another to have a view and context of the conversation with one user. The chosen comment is always highlighted.
Track (all) changes
Another aspect that is important, especially for those doing the moderating, is that our app keeps track of every change the moderator did. All of the actions you can take are logged, including deleting posts, deleting comments, or making comments.
Once you delete something on Facebook, it’s gone forever, but not in Sotrender. You can also track what each user said and did, whether they deleted their own comment, and so on. The full history is saved for you to access any time.
Preview posts and ads
While moderating in Sotrender you will always see post and ad previews. Specifically, we give you the preview of the post you commented on, so you will have a richer context of what the conversation is about.
You can also get mobile and desktop previews when it comes to your sponsored content.
Our app allows you to have full interaction with your fans. You’ll be able to use emojis and mention specific users by tagging them. It’s a necessary feature because you can diversify your responses instead of responding in a monotonous, generic way. Instead, you’ll have the chance to engage your fans more by interacting with them.
If you’re working with other moderators, you need to know what they’re up to. That’s why it matters to be able to see the exact same set of responses at the same time. Answering the same person twice would create confusion, and appear uncoordinated to your fans. Being on the same page allows you to respond and moderate with ease.
Tags are an important component of maintaining order. You’ll need to keep track of the tags you’ve assigned to different comments. Instead of wasting time figuring out if you’ve answered someone, you’ll respond to the unread comments. The same goes for other moderators, you won’t open up the comments they’ve moderated because they’ll be marked as “read”, while you can tag yours as “unread” or “to review”. Using our predefined tags will make it much easier for social media or community managers to organize their workload.
Sort through the comments quickly
As a social media manager or marketer, you need to be able to differentiate between organic and sponsored content. They’re both important, but they serve a different purpose. That’s why it’s crucial to stay up-to-date with your ads.
If you are looking for specific content, we suggest that you use our filter system. You can always look through the different tags to look through the comments and posts easier.
If you want to only see the deleted comments, you can choose to filter the others out. You can also choose to look through comments that were posted specifically under ads.
Address client concerns more effectively
Rome wasn’t built in a day, and neither is your brand’s relationship with your clients. If you want to build customer loyalty and a positive image of your brand, you have to do it over time, repeatedly. Depending on the service, product, tone, and voice, you will have to answer your fans on Facebook appropriately. If your tone is light or comedic, it makes sense to have a back-and-forth banter type of conversation with your fans. If you’re dealing with sensitive topics, then discretion and empathy are necessary.
Regularly responding to your fans will increase customer satisfaction and brand loyalty. By showing gratitude and overall positivity, they’ll be more invested in interacting with you. When you take their opinion seriously, they’ll be more likely to come to you if they have any concerns or complaints. According to a study published in the Journal of Marketing and Consumer Research, a brand that efficiently addresses complaints, shows that it values its customers, and engages with its customers, will improve brand loyalty and customer satisfaction.
You might have to deal with a crisis at some point, and you’ll probably have to deal with it publicly. Moderation allows you to deal with every person writing on your posts individually, meaning that you will make everyone feel heard. That also means you’ll have a chance to sort out serious comments from spam and trolling more easily. Getting ahead of a scandal and taking responsibility for making it better will benefit both you and your clients.
Moderation can help you address any of your clients’ concerns and problems easily. Since the conversations are nested, you can keep track of whether a problem was dealt with successfully or not.
Every day at 9:00 UTC, you will receive email notifications about the number of unread conversations and negative comments. Unlike Facebook, Sotrender will differentiate between passive engagement (likes) and users leaving comments. You will receive one email a day so that the notifications aren’t constantly going off, and you will have the exact number of comments that need to be tended to.
Ready, set, moderate!
Moderation is a useful tool when you want to ensure that you’ve interacted with your customers adequately and regulated your content. It’s definitely a reliable way for you to manage your brand image, whether it’s done through your marketing, sales, or customer service departments.
That’s it from us (for now). Our social inbox tool will keep evolving at a fast pace to provide you with many more opportunities. Since we’re always updating our product to meet all your needs, there’s always something to look forward to, as our sentiment analysis. Stay tuned, you’ll be hearing about our updates soon. 😉