The conversations you have with customers on social media are equally, if not more important, than the conversations you have in person. People use social media as an efficient way to express their concerns or ask questions to guide their purchasing decisions. Your response could be the difference between having a customer for life or an angry boycater. With the Respond to Customers tab, you can quickly view and respond to your customer's activity on all of your social media accounts. First, make sure your company's social media accounts have been connected in settings. Filter the connected accounts on the left to see what people are saying on each particular account. You can also filter by previous actions taken, posts you've dismissed, and posts you've already responded to. If a customer's post requires a response, you can reply to them here in the software. Just enter your response and click reply. If customers have provided positive feedback about your company, make sure to show genuine appreciation. After all, it's free advertising. Always reply to customer feedback with a thank you message. It's a simple way to build customer loyalty. If customers have provided negative feedback about your product or service, you need to prove that you're listening to their concerns and taking action. Here are some suggestions. Be kind and genuine. Although you're responding to one person and your response should come across that way, remember that the audience is potentially much larger and far-reaching. Be specific. If a customer mentions something in particular about the business, use that in your reply. Not only does this demonstrate that you are not a robot, but it makes the complaintant feel heard and understood. Remember that feedback and criticism can be helpful. This reviewer has taken the time to invest in the business in an attempt to make it better. Thank them. Offer to take the conversation private. You would never want to have less than a pleasant dialogue with an unhappy customer in your physical store with other customers around. So why would you do it in front of more watching eyes online? If you find that you are repeating yourself often, you can create a templated response that will save you time. Click Insert a response to choose from a list of available responses or add a new response by going to manage responses and writing a reply under 100 characters. You can also insert a coupon into your post to help increase customer engagement and drive business. You must set up a coupon on your location page for this button to appear. If a customer's post does not require a response, click the dismiss icon to remove it from your awaiting response feed.