TONE FOR SOCIAL REPLIES
We understand that users will reach out with questions or concerns – which will always feel urge user reaches out in need of help, they should be responded to within 24 hours. On Facebook, yo set up an “away message” for off-business hours. We advise setting this message up, letting the message has been seen and will be addressed by the brand.
As a representative of the brand, you will always reply with proper grammar and using complete replying to social messages – either public comments or direct messages – will use “we” versus sorry to hear that you are experiencing an issue with your camera, and are going to connect you assist you with this issue.”
In social replies, be encouraging to members of our social community and help them feel heard b not comment on any speculative questions, and can communicate that the brand can’t commen ture products unless there has been an official product announcement.
To the best of your ability, please engage with all comments left on posts – which can just be a “ know that you’ve seen their engagement. Trolling or offensive user comments may be hidden fro need to be replied to.
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