Responding to Online Questions and Comments

Your business’ online image can significantly influence the opinions of both current and future clients, helping to satisfy your existing customers and impress or draw in new clientele by demonstrating your commitment to addressing customer questions or concerns. Whether you’re responding to questions and comments on your business website and blog or through one of your social media accounts, taking the right approach is essential to ensure you are projecting the online image you want for your business.

Respond in a Timely Fashion

As online culture changes the way customers think, it’s important to change the way your business responds to comments and questions as well. Devoting the time and manpower to monitoring your website and social media feeds is a valuable use of resources that allows you to address issues and concerns quickly to show your commitment to timely customer service. Waiting too long to respond to questions or concerns will make customers feel abandoned and prompt them to seek services or products from a provider they feel will better respect their time and money.

Respond as a Brand

Online communication and social media interaction are great ways to connect with your customer base on a personal level. However, it’s important to remember that responses to questions and comments should be formulated with your brand in mind. Regardless of the number of employees you have handling client interactions across your social media accounts, make sure each response is professional and consistent with your brand’s values, image, and personality.

Respond to Valid Comments and Concerns

Especially if your business receives a large number of tweets, comments, and questions each day, it’s essential to pare down your responses to those that are most vital. Always respond to customer questions and concerns, which are the greatest opportunities to pull in new clients and retain those who aren’t satisfied. While you should always feel free to retweet or share praise and thanks, these comments don’t necessarily require an actual response. Be wary of negative or argumentative comments—when you see a customer expressing frustration or experiencing an issue, responding is definitely the right choice. However, while you shouldn’t be afraid to address negative comments when they present the opportunity for growth and connection, avoid engaging with commenters who are only concerned with attacking your brand or are not expressing legitimate concerns related to your business.

Are you looking for help managing your business’ online and social media presence? Student Experts can help—please contact us online to find out more about our social media and SEO solutions.

2016 Twitter Trends

Twitter has become one of the most popular social media platforms that modern society has to offer, with daily tweets being sent out from hundreds of millions of registered accounts all over the world. As big as Twitter is, there is always room to grow, and the company plans to continue its journey in the right direction. As the app matures, users find new ways to interact with each other and the brands that they care about. Here are a few of 2016’s Twitter trends.


Have you heard of FOMO? It’s the fear of missing out, and it happens to everyone at some point. Twitter seeks to make 2016 the year you stay in the loop by introducing Moments. The Moments feature takes all of the important action going on and compiles it under one tab, ready for you to behold. Twitter users are now staying up to date on everything from world news to sports highlights using this handy new tool.

Pro tip: A blue dot in the corner of a Moment means that a developing story has been updated.


Allowing users to share images and videos is not new for Twitter; streaming videos live, on the other hand, is a more recent development. Thanks to Twitter’s new Periscope app, users can show the world whatever they want, whenever they want. Though it is just catching on, Periscope has enjoyed a popular first few months in action. Twitter offers the means for next-level marketing strategies with this app, so bigger brands will likely jump on board.

Pro tip: Always promote your live Periscope stream using your Twitter account to maximize visibility.


Many aspects of society have moved online, and customer service has had no choice but to follow. As it has in past years, Twitter continues to serve as a hub that connects consumers with their favorite brands. Customer service will become more interactive, personal, and efficient through platforms like Twitter, changing the department forever.

Pro tip: An active and responsive Twitter account is a good sign for customers; it shows that your business is active, engaged, and willing to listen to what they have to say.

The team at Student Experts has a wealth of experience in creating useful and engaging tweets that people want to share with their friends, family, and colleagues. Twitter can be a valuable tool for your business, but not everyone is savvy in the social media department—that’s where we come in. If you want to kick start your Twitter presence, feel free to contact us and see how we can help.

Hide Your Dirty Laundry With Our Secure Wifi Cheatsheet

Hanging laundry out to dryphoto © 2010 Karen and Brad Emerson | more info (via: Wylio)
We’ve talked about wireless security before, but thanks to a little Firefox extension called Firesheep, the dangers of using public wifi are finally getting the attention they deserve.   The technology in Firesheep isn’t anything new — in fact, black hat hackers have had the ability to do this sort of thing for years.  But thanks to Firesheep’s convenient packaging, which makes it dead-simple for pretty much anyone on the same unsecure wireless network as you to sidejack your Facebook session or worse, awareness for this threat is reaching a crescendo, and prompting big name web sites to finally adopt full SSL encryption.  Check out this list to see which common sites are vulnerable to Firesheep attacks (as of 11/1/10).

If you’re not a network security geek, you might be wondering how to know if you’re vulnerable — and what to do about it.  Here’s the lay of the land. [Read more...]

Social media is not a fad

We don’t have a choice on whether we DO social media, the question is how well we DO it. Check out this great video with stats.