Working with reviews and comments
Posted: Wed Jan 29, 2025 10:25 am
Perhaps the most important moment in interaction with visitors to the shopping mall. Here is a pack of tips on what you absolutely must do:
develop scripts for quick responses in social networks, set up a high-quality autoresponder, Telegram bot, etc. Automatic responses to typical questions will save your time, and the user will be happy with a lightning-fast response;
set stop words and configure a spam filter. You won't have to delete obscene and offensive expressions, advertising, calls for subscriptions and voting manually, the built-in assistant in the social network itself will do it for you;
Unfortunately, it is not possible to fully automate the processes, so check the groups for comments and questions throughout the day. The frequency of monitoring depends on the activity of users, but on average for a shopping mall it is an hour to respond;
even if you cannot give a quick answer to some situational pastors in the us email database question now (for example, there was a conflict with security or an item was lost), do not ignore the request - give feedback that the issue is being considered and you will definitely answer later. In this way, you make it clear that you value each client and are constantly working to improve the service.
Social networks + website bundle
Promptly publish up-to-date information about tenants, events and promotions in the shopping mall on the website and in official groups. Guests should learn about any changes or activities inside the shopping mall in advance, so you will form a habit of regularly visiting the website and the shopping mall pages on social networks.
Constantly check and update tenants' locations, post news (events, new collections, promotions, sales, etc.), encourage tenants to share photos/videos with you for posting on the sites. Try to find more points of contact, organize collaborations and contests to increase engagement - works great!
Use different formats for posting news on the website and in social networks. The website is more formal, while in social networks it is appropriate to present information in a more casual, friendly style using emoji.
UGS content
Users really like it when their photos with the shopping center tags are used in the official group. It is easy to find such photos by hashtags and geotags. Important! Before posting, write to the user and ask if it is possible to use their photos. In 99% of cases you will get a confident "Yes".
Situational content
Congratulate your subscribers on holidays, use relevant news items – this always finds a response. But do not overdo it, you do not need to make a separate post for each holiday. One per week or even less often is enough.
With this kind of content, you get closer to your audience, “humanize” yourself, and earn invaluable “trust points.”
develop scripts for quick responses in social networks, set up a high-quality autoresponder, Telegram bot, etc. Automatic responses to typical questions will save your time, and the user will be happy with a lightning-fast response;
set stop words and configure a spam filter. You won't have to delete obscene and offensive expressions, advertising, calls for subscriptions and voting manually, the built-in assistant in the social network itself will do it for you;
Unfortunately, it is not possible to fully automate the processes, so check the groups for comments and questions throughout the day. The frequency of monitoring depends on the activity of users, but on average for a shopping mall it is an hour to respond;
even if you cannot give a quick answer to some situational pastors in the us email database question now (for example, there was a conflict with security or an item was lost), do not ignore the request - give feedback that the issue is being considered and you will definitely answer later. In this way, you make it clear that you value each client and are constantly working to improve the service.
Social networks + website bundle
Promptly publish up-to-date information about tenants, events and promotions in the shopping mall on the website and in official groups. Guests should learn about any changes or activities inside the shopping mall in advance, so you will form a habit of regularly visiting the website and the shopping mall pages on social networks.
Constantly check and update tenants' locations, post news (events, new collections, promotions, sales, etc.), encourage tenants to share photos/videos with you for posting on the sites. Try to find more points of contact, organize collaborations and contests to increase engagement - works great!
Use different formats for posting news on the website and in social networks. The website is more formal, while in social networks it is appropriate to present information in a more casual, friendly style using emoji.
UGS content
Users really like it when their photos with the shopping center tags are used in the official group. It is easy to find such photos by hashtags and geotags. Important! Before posting, write to the user and ask if it is possible to use their photos. In 99% of cases you will get a confident "Yes".
Situational content
Congratulate your subscribers on holidays, use relevant news items – this always finds a response. But do not overdo it, you do not need to make a separate post for each holiday. One per week or even less often is enough.
With this kind of content, you get closer to your audience, “humanize” yourself, and earn invaluable “trust points.”