How to Avoid and Prevent Conflicts on Social Media

By on July 16, 2019

In 2019, all companies should be aware of the benefits of having a social media presence. All brands, regardless of size, should offer consumers a social media page they can follow. Consumers can participate in hashtags and view promos for their product or service all through social media.

Thanks to social media, many organizations have added digital marketing strategies and social networking departments in their company. This allows them to market products for free and interact directly with their customers daily.

The direct customer communication offered by platforms such as Facebook, Twitter, Google+ or LinkedIn has many positive benefits. However, a simple conversation between the social media manager of a company and a customer can quickly become a nightmare if any issues and tensions they are having with a product or service is not resolved. It can be very tricky, since a slight inconvenience or misunderstanding can turn your business into a PR disaster, staining the once positive digital image of your brand.

The main disadvantage of social networking is that everything can go viral. According to Frigyes Karinthy‘s theory, everyone in the world is connected to another person in the world through a chain of individual relationships with, at most, six links. In social networks, this chain suddenly becomes even shorter. One post can be read and shared by thousands in a matter of seconds.

To avoid the snowball effect of misinformation, companies using social networks should be aware of some tricks to avoid conflict for better management. Conflicts through social networking sites usually begin in the same way as conflicts in everyday life: dissatisfied customers complaining, disrespectful insults, blatant misunderstandings, etc.

To avoid these types of situations and know how to manage them, we offer some useful tips:

  • When the customer has a complaint, the client must be directed off of social media, such as talking to a representative on the phone or simply speaking in person. Otherwise, trying to solve the issue through social media may likely lead to several negative and uninformed comments. Most conflicts, thanks to direct messaging and virtual customer service, can be resolved in less than 5 minutes.
  • Never delete negative opinions or comments simply because you do not agree with them. Instead, offer solutions so other users may see them. To vent issues online is very human and to apologizing will work in your favor. It is the best way to convince your potential clients of your humility and professionalism.
  • Avoid conflicts in forums and chats. Whether it is between clients, or between the brand itself and its customers, online forums and chats can multiply the issue at hand. In the case of witnessing any insults or offenses, you can consider moderating the conservation or statements made by aggressive people. On Facebook, you can report the “bad guys” for breaching community standard.
  • Do not try to advertise on the social networking pages of your competitors. This practice is seen as distasteful and could cause some unnecessary conflicts.
  • Avoid addressing controversial issues and sensitive topics such as religion and politics.

In summary, it is important to take into account any issues that may affect your social media presence. Social networks and their users have the power to multiply an issue by spreading the issue to thousands of people in an instant. Because of this, it is necessary to know how to avoid conflict and manage issues in the best way possible to prevent damage to your company’s image.

About Emma Smith

Emma Smith, PR and content manager at Fonvirtual. Fonvirtual provides companies and entrepreneurs with international virtual phone numbers and other virtual services. I’m interested in digital marketing, technology and international logistics. I collaborate with different blogs, where I try to spread the word of telecom services in international business. You can connect with me on LinkedIn.
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