10 Customer Service Templates for Better Social Media Management

As a small business owner, your time is valuable. We spend so much time on admin and customer service that we barely have time to run the business itself! 

That’s why it’s essential for you to streamline your operations by creating standardized responses for common queries and concerns. 

Platforms like Instagram and TikTok now offer auto-reply features for business accounts. These templated responses help your customers find the answers that they need while saving you a whole bunch of time. 

So, here are 10 customer service templates that you can use for better social media management.

Responding To Negative Reviews Or Comments

• Template 1 – Apologetic and Proactive:
  Hey @name, we’re so sorry to hear about your experience. We take your feedback seriously and are working to address this issue. Please DM us with more details so we can make it right.

• Template 2 – Gratitude and Assurance:
  @name, we value constructive feedback, but let’s keep the conversation respectful. Feel free to share your concerns without the insults.

Engaging With Positive Feedback

• Template 1 – Personalized and Appreciative
  Hey @name! We’re so happy that you enjoyed x, y, and z about our product! We try to do our best so it means the world to hear from people like you!

• Template 2 – Grateful and Friendly
  Thank you! Your kind words made our day!

Responding To Customer Inquiries

• Template 1 – Friendly and Helpful 
  Thanks for reaching out. If you could DM us with your order number and any additional details, we’ll get back to you ASAP!

• Template 2 – Prompt and Personalized
  Hey @name, we’re working on it! Message us privately and we can help you more specifically with your issue.

Engaging With UGC

• Template 1 – Appreciative and Supportive
  We love how (something unique about the photo or video). Thank you for being a part of this community!

• Template 2 – Encouraging with a CTA
  This is so creative! We love what you’ve done with (the product). Do you mind if we share your photo/video on our pages?

Handling A Social Media Crisis:

• Template 1 – Transparent and Informative
  It’s come to light that (address the issue). We understand your frustration and are working to resolve it. Thank you for your patience.

• Template 2 – Apologetic and Cordial
  We sincerely apologize for the recent issue. We’re actively investigating the matter and will keep you updated on our progress. Thank you to everyone who brought this to our attention.

Templated social media responses help you save time and boost community engagement without burning your social media managers out. For more tips and tricks on efficient social media management, follow us on Instagram!