Handling social media commentsUpdated 2 months ago

Objective:

To ensure all social media comments are handled efficiently, maintaining a professional and positive brand presence while addressing customer concerns appropriately. In most cases AI will reply but if not, it is important that you comment.

Step 1: Monitor Comments 

• Comments should be check daily and are as important to us as handling emails etc.

Step 2: Handling Negative Comments

Scenario 1: Negative Comment, No Further Assistance Required

• Examples: General complaints, unrelated grievances, spam, etc.
• Action:
  1. Hide the comment.
  2. Do not respond unless the issue escalates to a direct message or other communication channel.

Scenario 2: Negative Comment, Customer Requires Assistance

• Examples: Missing stones, damaged items, or specific complaints requiring resolution.
• Action:
  1. Hide the comment.
  2. Send the customer a private message.

Step 3: Handling Comments with Tags

Scenario: Customer Tags Someone Else

• Examples: A customer tags a friend or family member in the comments.
• Action:
  1. Check if the tagged person has replied.
  2. If they have not replied, thank the customer for the tag, if the customer tagged we will not respond.

Step 4: Handling Positive Comments

• Examples: Compliments, positive feedback, emojis, or general praise.
• Action:
  1. Always respond, even if the comment is a simple emoji.
  2. Use a warm and appreciative tone.
  3. Important to give every positive a thumbs up

Examples of Responses:

• For compliments: "Thank you so much for your kind words, [Customer's Name]! We’re thrilled you’re happy with your experience!"
• For emojis: "😊❤️ Thank you, [Customer's Name]!"
• For positive feedback: "Your support means the world to us, [Customer's Name]! Let us know if we can help with anything else."
• A comment that cannot really be replied: Just answer with a relevant emoji or just thank the customer for their comment.