Out of sight, out of mind – the idea of hiding things, opinions, or people out of our lives may seem easy and tempting to many. Getting rid of inconvenient content in comments became possible in the wonderland of Facebook a while ago, but it’s important to remember that it can be both a powerful tool and a destructive force.
The hide comment option allows admins to control what fans can actually see in the comments added to their Facebook pages. And while the feature can be very useful in specific cases, overusing it can cause community management issues. Here’s how, when, and if to hide comments on Facebook.
Reasons to hide Facebook comments
Have you ever come across a situation when a single Facebook comment ruined all the effort that you put into creating a post? Especially at the end of a long day at work? Chances are you have. Sadly, some fans are trolls, haters, or spammers, and it’s best not to be bothered. Here are some examples of situations when it’s better, or even advisable, to hide the junky content.
- Inaccurate language or content. Facebook is a public space and it’s social media managers’ responsibility to keep it clean. Facebook comments including racist, sexist, or homophobic remarks, hateful language, and inappropriate photo content should be hidden.
- Spammy links or links containing viruses. Once a user clicks on a spammy link that appeared, whether you want it or not, on your page, they’ll probably never come back. What’s more, they may share their experiences with others. As a result, it may lead to a severe trust drop among your customers.
- Auto promotion. Some Facebook accounts may try to make use of your content and audience in order to enhance traffic on their platforms by posting links in comments. That’s a no go!
However, in some situations, hiding a comment on Facebook may turn out to be a losing game. It doesn’t matter if it’s a customer having a bad day or the business being at fault for doing something wrong, no one is happy to see a poor review or complaint posted to their public social media accounts. Negative content can harm the business, so it naturally immediately triggers hide reflexes.
But let’s try to face the problem the other way around. Negative online remarks may create a perfect opportunity to provide excellent social customer service and, in result, a win-win situation for the brand and the customer. So…
What can you do instead of hiding comments on your Facebook page?
Place yourself in your client’s shoes – being left out of the conversation doesn’t feel good. People expect attention and empathy. There’s probably no better way than to fulfill that need than through conversation. You can either invite clients to talk to you in private messages or resolve their issues publicly, in comments. The second option is probably even better, as it gives other users a chance to see it. If your response is helpful and professional, it will build trust and affection towards the brand.
Nevertheless, in some situations, it’s better to move the conversation away from the public eye. Either way, don’t let a comment be left unanswered for too long. If you’re not able to help the client right away, just leave a comment that will either encourage them to contact you in a private message, ensure that you’ll contact them shortly, or suggest another means of communication (leave a number or an e-mail). The longer you wait, the worse the client’s frustration may get.
Regardless of whether you lead the conversation privately or publicly, it’s crucial to make the client feel heard. There are three rules, called the Imago method, that can help you in successful communication. The technique was invented in 1980 in order to help couples understand and empathize with one another’s unique realities. Nowadays, the method is widely used in customer service.
Here are the steps of Imago:
- Mirroring – it consists of repeating everything that the client has said. So, for example, if a client didn’t like coffee at your coffee shop and claims not to visit the store ever again, you simply need to repeat their words. If possible, make sure that you get them right by asking a simple question such as “Is that what you mean?”.
- Making a statement that validates the client’s concerns. Just let them know that you understand, and that everyone would feel this way.
- Showing empathy through your attitude. Try to describe the customer’s feelings. You may include expressions such as “I imagine that you feel disappointed” or “so frustrating!”.
Sticking to these three steps will not only help you win a client over. It can also save your company from a real social media nightmare!
How do you hide a comment on Facebook?
As we already established, sometimes there’s no other way and you just need to hide a comment. Here’s how to do so in three easy steps:
- Find the comment that you want to hide
- Click on the three-dotted icon on the comment’s right-hand side
- The available options will pop up and you’ll be able to either hide the comment or delete it
What happens when you hide a comment on Facebook?
Remember, that if you hide a comment, its author and their friends will still be able to see it and to reply in sub-comments. Mind that hiding a comment holds back any notifications regarding this particular hidden comment thread. If anyone who can still see the comment decides to fight the fight for you and defend your brand, you won’t be able to see it. Neither will you see the sub-comments containing hints and suggestions for your brand nor the ones mocking the main comment’s author.
You may be asking yourself another question: If I hide someone’s comment on Facebook, will they know? The answer isn’t that easy. Indeed, Facebook will not send the author any notifications, but still, they may sniff out the deception and quickly find out what happened. In consequence, the person who wrote the comment may lose the trust they had towards your brand, get angry, and find another outlet – a space out of your control to vent their frustration.
Can you unhide comments on Facebook?
Once you decide to hide a comment, fear not, there’s always a way back. If you did so unintentionally or simply changed your mind and decided to have a conversation, you can remove the tag anytime. Simply hover over the mentioned three dots again and choose to unhide the comment.
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Hide or delete comments with NapoleonCat
The difficulty of serving your customers on Facebook is directly proportional to the number of comments your posts collect: the more you receive, the harder it gets to keep on track of them. In such situations, it’s crucial to prioritize. Discussions happening around ads and sponsored posts should always go first, as they come with a hefty price tag and show up in the feeds of highly valuable, targeted potential clients. When accompanied by negative comments, they may have unintended implications and pose a threat to your ROI.
Another thing is to remember that Facebook never sleeps. Although during working hours you can immediately react to all crises, it’s best to secure posts on your page for the night time. One great idea is to auto moderate comments. This feature is available for NapoleonCat users. You can set auto-comment rules both for organic and sponsored posts to reply to repeating questions and comments in real-time. What’s more, you can create up to twenty varied replies to give the automated responses a more individual feel.
To some extent, you can control what visitors can post through hiding and deleting comments automatically. To use this option, you have to define keywords and phrases that will trigger the specific action. This feature can help you get rid of inappropriate language, hide comments containing links, and, first thing’s first, it will save you some time and let you sleep easy.
That’s all folks! You’ve learned how, when, and if ever to click hide on your Facebook page. We’d be happy to hear from you about your experience with the feature!