Get ready-made social media service templates and hands-on tips for responding to customer complaints and mentions on social media. Don't ignore complaints, respond immediately, and never delete negative comments. Also, learn to sense the tone and take conversations offline when needed.
Social media customer service is repetitive — the same questions and requests pop up over and over again. Typing out the same response every time is tiring, time-consuming, and overwhelming routine work that can be avoided by using pre-defined replies. Below are some hands-on tips along with ready-made social media service templates that you can adapt, personalize, and use whenever your customers turn to social media for customer support.
Nearly 70% of complaints made by customers on social media are ignored. Take advantage of social media monitoring tools that make it easier to keep track of all brand mentions, comments, and messages as soon as they appear.
Since social media is seen as an “always-on” platform, consumers naturally expect brands to respond as quickly as possible. According to a study by The Social Habit, 42% of consumers expect a response on social media within 60 minutes, and 32% expect a response within 30 minutes.
Deleting a negative comment in order to preserve your virtual image will only further frustrate a complainer and damage the relationship you have with them. The only exception is when comments clearly spam or in violation of posted community guidelines.
Use the right tone of voice that is tailored to match each particular case. Does the customer use casual language and slang? It might be okay to reciprocate. Does the customer sound frustrated? It’s better to use a tone that’s empathetic and reassuring. JetBlue is an example of a brand that does it really well.
In case of mass issues or outages, there is no need to respond to every message as it would be extremely time-consuming and ineffective. When many customers are affected by a single issue, it makes sense to provide only public status updates that will reach everyone.
Not every conversation on social media has to be public. Switching to private messaging works best when you need customer’s personal information (email, order number, etc.), a thorough explanation of the issue to assist them, or if the conversation is getting tense.
“@name, we’ve got your back! Check out this article to get your software up and running: (link). If anything is still unclear, just let us know, we’ll be happy to help.”
“Hello @name, thanks for your interest in our services. If you provide us with your e-mail address, we can send you comprehensive information on our offers and prices.”
“@name, thanks for reaching out. Yes, we offer (services). If you provide us with your e-mail address we will be glad to send you comprehensive information on the terms and conditions of service as well as our prices.”
“Thank you for your inquiry. Today we’re open from 9:00 am to 6:00 pm. We are looking forward to your visit.”
“Our office is closed from the 23rd- 25th of December. Afterwards we are there for you again. Are there any other questions I may help you with?”
“@name, I apologize for the delay. We have received your information and we are working to get your order to you as soon as possible. Thank you for your patience.”
“Hi @name, thanks for letting us know about this. Please DM us more details about the issue, so we can take a look into this for you right away.”
“Hey @name, thanks for informing us know about this issue. We’ll make sure this
gets shared with the right people here at (Company). I’ll let you know as soon as it’s fixed. ”
“That’s certainly not what we like to hear, @name. Please DM us your order confirmation number so we can follow-up with you. – (Name)”
“Hey @name, really sorry for the trouble here. I’m going to escalate this to our tech support team to see if we can figure out the issue and get it fixed ASAP! – (Name)”
“@name, my sincerest apologies! I would be happy to look into this for you. Can you please follow us and DM me with your order number? – (Name)”
“Hello @name. We are happy you were satisfied with our service. If you’d like you can leave a review [here] and help others with your recommendation. Thanks!”
“Thanks for the shout-out! We’re happy to have you in the (Company) family!”
“Thank you for buying your (product) from us, @name. We look forward to seeing you again soon!”
“We at (company name) know you had many options to choose from, so thank you for choosing us. We sincerely hope you are satisfied with your purchase.”
“@name, we’re happy to know your experience was awesome and we can’t wait to see you again soon!”
“@name, your feedback is incredible; thank you for sharing that with us! It’s wonderful that (product) has made such a difference for you.”
“Thank you so much for taking the time to leave us this amazing review, @name. We’re so lucky to have customers like you!”
“@name, your awesome review made our day! Thank you for taking the time to share it with us and the community.”
“We are incredibly grateful that you took the time out to leave us this great review, @name. Thanks for being such a fantastic customer!”
“@name, we are truly happy to know your experience was tremendously delightful. It’s something we’ve worked hard on and we’re pleased our efforts resonated with you.”
“We’re happy you had a fantastic time with us, @name! Thanks for your trust, we’re thankful for amazing customers like you. We hope to see you again soon!”
“@name, it’s always a pleasure seeing you. Thanks so much for your feedback and good vibes. We’re happy that you’re happy, and we’re looking forward to your next visit.
“We’re so glad you had a good experience, @name. We work really hard to provide the best service to our guests, so I’m happy to see that reflected on your last visit. I made sure that (employee name) got the recognition she deserved. She was really happy to see your review. – (Name)”
“Hi @name, we are thrilled to have you as part of the (Company) family! Thank you for leaving an amazing review. It means the world to us and to our entire team! We look forward to serving you again soon!”
“Hello @name, thank you for the wonderful review and for taking the time to share your feedback with (Company). Excellent customer service is our priority and we are happy that we met that mark! Customers like you make our job a pleasure.”
“Oh no! We’re so sorry to hear this but appreciate you letting us know. This is not the norm and we’re happy to help. Please contact our customer care team for assistance at (email).”
“@name, we’re so sorry to hear you were unsatisfied with your purchase. If you’re interested in some return/ exchange options, please give us a call at (number, 8 am – 11 pm, 7 days a week), and we’ll do our best to help.”
“@name, so sorry about that. We always hate it when that happens. Send us a DM with your confirmation code and we’ll send you credit for the non-working (item). ”
“@name, my apologies for the inconvenience! I just reached out to you via Facebook Messenger to discuss it further. Be sure to check your “Message Requests” folder. – (Name)”
“@name, sorry about your negative experience. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”
“Hi @name, we apologize for your negative experience. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind give us a call at (number), that would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.”
“Hello @name, I’m sorry to hear about your disappointment with us, and I would like to personally assist you with making things right. Let’s get on a call and address this ASAP, we value your business. Please contact us at (phone) when convenient.”
“@name, thank you for bringing this to our attention. We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. Please give us a (call/email) to see how we can make things right.”
“I’m glad to know your (items) finally came through, @name, thank you for letting us know. I apologize for the painfully slow process it took to get them. We never intended for this to happen.”
“@name, I’m happy that we were able to help you resolve your problem. I’ll be sure to relay your message to (employee name). – (Name)”
“@name, I’m happy you’re pleased with the results and that we were able to sort this out. If there’s anything else we can do to help, please let us know. Best, (Name).”
“Thank you for giving us the opportunity to help out, we’re here if you ever need us again!”
“Hello @name, we haven’t heard back from you. Were you able to get the assistance needed? If you still need help, please provide the details previously requested. Thanks! – (Name)”
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