More and more brands promote their businesses on Instagram. The potential reach of advertising on this social platform is a staggering 802 million accounts. Even if you reach 10,000 people, you may start having difficulties with managing comments under your Instagram ads.
Instagram ad comments, also known as dark posts comments, are a tricky aspect of social media management. The main reason behind that is that it’s hard to get them all in one place and easily respond to them.
Spam, trolls, and negative opinions are all potential threats to your sponsored posts. But sometimes there are just too many comments to handle when your reach or engagement is getting out of hand. All of those problems can quickly be fixed with NapoleonCat.
Social media inbox
You may be getting hundreds of comments every day. Replying to all of them manually will be a challenge. That’s why it’s always good to have everything organized in one place. This is exactly how NapoleonCat’s Social Inbox works.
The tool allows you to monitor and answer all incoming content that flows through your social media accounts. Having this one stream of messages, comments, and other interactions from all your social media profiles in one place is definitely a huge time saver, especially if you have to manage multiple Instagram accounts.
Before we get into the “how”, let’s first talk about why you should manage your Instagram comments in the first place.
Social customer service is an integral part of the modern customer experience
According to research published by Website Builder, 90% of social media users have used social media as a way to communicate with a brand or business. Moreover, 63% of customers expect companies to offer them support via social media channels.
Social media, including Instagram, have made it possible for businesses to listen to their customers and reply to comments and messages in real-time – and customers have grown used to speedy responses. This may indeed seem like a challenge. However, treat it as an opportunity – show your clients that you’re always there for them, always listening. Be their silent guardian, their watchful protector!
Leaving your customers’ issues unattended can lead to disaster, especially when it comes to social media marketing. On social, word travels fast – comments are usually public and can spread like a virus. When it comes to Instagram, all it takes for a comment to become more visible is a decent number of likes. The most-liked comments appear first in the comment section of each post.
It’s great if that featured comment is positive. But what if it’s a brutal complaint, a troll, or just spam?
All of the above may pose a real threat to your company’s online reputation – and to the ROI of your paid social campaigns. You need to have a solid response system in place to prevent any of such unfortunate cases from ever happening.
That’s where automated moderation steps in and saves the day.
Social customer care
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Automated moderation is much more than “we’ll get back to you ASAP“
Automoderation, automated messages, automated comments – you can call it whatever you’d like. The first thing that probably popped into your head was how brainless these kinds of chatbots are.
Thankfully, that’s not the case with NapoleonCat. Using our automoderation feature, you can configure your “chatbot” to answer specific queries and address customers’ issues in real time. Ad management is also included. Bare with us!
How to set up automoderation for Instagram ads
Once you log in to your NapoleonCat account, you’ll see the vertical menu on the left. The icons there represent the tool’s core features.
Click on the icon that represents the social media inbox:
Once you access the inbox, you’ll see the Automoderation button on the far right:
Click that button and the automoderation window will appear on your screen. Then, click on “add new rule”:
Now it’s time to set up our rule. It’s sort of like filling your chatbot with brains. Each rule can be viewed as a separate chatbot.
First of all, name your rule. Later on, that name will be displayed on the list of rules you create, so it’s easier to navigate between them.
You then select the Instagram page for the rule to work on and the trigger. Remember that your profiles need to be linked to NapoleonCat – here’s how to do it.
A trigger is what will activate your rule. For Instagram, it can be any comment or a comment under a specific Instagram post.
Next you’ll be able to choose user tags. This means that your rule will work on previously tagged users. You can tag users using the social media inbox – more about that can be found here. This step is optional.
You can also come up with specific keywords that will trigger your rule. Adding an asterisk (*) before or/and after the keyword will make the rule work for words with prefixes and/or suffixes. For example, *lie* will trigger the rule for the word “believe”. Separate multiple keywords with commas or press “Enter” to add the next one.
If you turn on the advanced mode, you can play around with including, excluding, and merging your keywords. For example, if you would like to set up a rule for a post that contains the keywords “price” or “cost” and “shipping” or “delivery”, but doesn’t contain the keywords “returns” or “return”, this is what it would look like: (price|cost)&(Shipping|Delivery)&-(returns|return).
Once you’re done with defining the trigger, it’s time to set the actions that NapoleonCat will perform.
Types of triggered actions
Automoderation rules can delete or hide any incoming communication on Instagram. You can also flag or archive it within your inbox. Comments and messages affected by a given rule will be found inside these inbox tabs shown below:
Note that you can always come back to the comments from any one of these tabs and moderate them. They’re never truly gone.
Next you create an automatic reply. You can personalize the reply and address the person by their username.
For example, if you’re creating a rule based on keywords regarding questions about the price of your product, you can set a reply that will be telling people the exact price.
You can also set up a schedule for your rule to work only during certain days of the week and hours. That’s a pretty safe plan for when your moderators are away.
To set up the schedule, check the “Rule schedule” box and mark grey the time slots to activate the rule (grey means active time for the rule). Note that the rule will only be applied to the future content. This means that the comments and messages you’ve already had in your Inbox will not be auto-moderated.
That’s it. Click “save rule” and let NapoleonCat help you out.
In the world of social media, you can’t neglect your fans. You shouldn’t even neglect your haters. You need to keep both of your hands on the wheel – monitor all the incoming content and respond to it quickly. Easier said than done, but we’ll keep our fingers crossed for you!