How do you deal with hate comments about your product?

As someone who manages social media, I also have to manage what happens in the comments section.

Sometimes it's constructive criticism. Other times it's pure hate.

People often say that once your product starts becoming successful, more people notice it, and some will criticise it simply out of jealousy.

This is my POV on how I handle that:

• On social media, we (or I) remove abusive or hateful comments immediately for two reasons:

1. They can put your account at risk of moderation or platform restrictions.

2. They create a bandwagon effect – once one person starts insulting your product, others often join in, and one community manager can't keep up.

• We encourage constructive criticism to go through our customer support email instead. There, we can properly understand the issue, help the customer, and resolve it internally.

• The toughest situation is dealing with negative reviews on platforms you don't fully control, such as G2 or Trustpilot. Those reviews are much harder to manage and have a longer-lasting impact.

In general, we remove non-constructive hate because it often comes from people who are simply looking for attention online. (Probably they are bored on the internet.) 🙂

Constructive criticism is different – we respond, educate, and use it to improve the product.

How does your company handle negative comments and reviews?