How to Deal with Trolls on Social Media

As the saying goes, “If you can’t say something nice, don’t say anything at all.”

Unfortunately, not everyone lives by that statement, especially social media trolls. If you’re unfamiliar with the term, Wikipedia defines a troll as “a person who sows discord on the Internet by starting arguments or upsetting people, by posting inflammatory, extraneous or off-topic messages in an online community, either accidentally or with the deliberate intent of provoking readers into an emotional response or of otherwise disrupting normal on-topic discussion.”

In other words, a troll can be a big pain in your side. But never fear, there are several ways to help keep trolls at bay while helping your social channels blossom. For a glimpse of my favorite tips, check out today’s video.

As always, if you have any questions, just leave us a comment in the box below. And if you’re looking to further develop your social campaign, let Volusion’s team of social media experts help!


Matt Winn is Volusion’s Senior Brand Manager, where he helps oversee the organization’s branding and communications efforts. Matt has created hundreds of articles, videos and seminars on all things ecommerce, ranging from online marketing to web design and customer experience. Beyond being a certified nerd, Matt is an avid college football fan, enthusiastic home cook and a self-admitted reality TV junkie.

9 Responses to “How to Deal with Trolls on Social Media”

  1. Shannon

    Very much enjoyed watching this and great tips. All users of social media should watch.
    Thanks for providing it.

  2. Brenda

    As always, Matt, extremely informative and helpful. Keep up the great work!

    • Matt Winn

      Hi Brenda, thanks for the kind words. Very glad that you find the information helpful – best of luck to you and your online store!

  3. Meagan

    This happened to one of my social media pages and I can say that killing them with kindness does actually work! The commenter ended up asking us to remove all the negative comments and it turned a bad customer relationship into a good one!

    • Matt Winn

      Hi Meagan, that’s awesome! Glad to hear that it worked out so well for you. Oftentimes social trolls are looking for some help and attention, so killing them with kindness can do the trick. Best of luck to you and your business, and thanks for watching!

  4. Duane Auman

    Great article Matt-glad someone addressed that! Could you possibly connect me to your biz dev folks? I represent a patented social & mobile product – Vendto, and we have a customer in common whose goals would require some collaboration of our 2 companies’ services (API, ETC…) Regards, Duane

  5. Patrice Romzick

    Thanks. This was worthwhile addressing and your advice makes sense.


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