How to Reply to Comments & DMs (Tone, Timeline, Templates)
🎯 Objective:
To ensure consistent, timely, and on-brand communication across all social media comments and DMs — building engagement, trust, and support responsiveness for Cashkr.
👥 Roles & Responsibilities:
|
Role |
Responsibility |
|---|---|
|
Social Media Executive |
Monitors, replies, and escalates comments & DMs across platforms daily |
|
Marketing Manager |
Approves response templates, handles sensitive escalations |
✅ Platforms Covered:
-
Instagram
-
Facebook
-
Threads
-
LinkedIn
-
Twitter (X)
-
YouTube
📅 Step-by-Step Process:
✅ Step 1: Daily Monitoring Schedule
|
Task |
Frequency |
|---|---|
|
Check comments & DMs |
3 times daily (Morning, Afternoon, EOD) |
|
Log queries requiring escalation |
As they occur |
|
Respond to all eligible comments/DMs |
Within 6–12 hours |
✅ Step 2: Reply Tone & Brand Voice
|
Guideline |
Notes |
|---|---|
|
Tone |
Friendly, witty, human |
|
Style |
Short, casual, clear |
|
Grammar |
No typos, use emojis appropriately |
|
Brand Voice |
Helpful, cheerful, transparent |
|
Avoid |
Sarcasm, hard selling, robotic replies, long wait times |
✅ Step 3: Types of Interactions & Templates
🛒 1. Lead/Interest Comment
User: “How much will I get for my iPhone 12?”
Reply:
📲 “Hey! Tap the link in bio or DM us your phone model for a quick quote 💬”
🎁 2. Coupon / Bonus Related
User: “Is the Holi bonus still on?”
Reply:
“Absolutely! 🎉 Tap the link in bio and apply your offer before [date]!”
❓ 3. Process or Policy Question
User: “Do you guys pick up from Nagpur?”
Reply:
“Yes! We’re live in Nagpur. Just select your device on the app and schedule a pickup 📦”
🙌 4. Thank You / Positive Review
User: “Loved your service. Got paid in 10 mins!”
Reply:
“You just made our day! Thanks for trusting Cashkr ❤️💸”
😡 5. Complaint / Issue
User: “Still waiting for my payment 😡”
Reply (Public):
“Hey! So sorry to hear that — please DM us your order ID and we’ll fix this ASAP.”
Then move to DM.
DM Template:
“Hi [Name], we’re checking this right away. Please allow us a few minutes and we’ll update you here. 🙏”
😆 6. Fun / Meme Replies
User: “This is so relatable 😂”
Reply:
“We feel you! Old phones deserve better endings, right? 😅📱”
📢 7. Referral / Campaign
User: “How can I refer friends?”
Reply:
“Easy! Go to your Cashkr app > Refer & Earn section and start sharing 🎁 Both of you get rewards!”
✅ Step 4: Escalation Protocol
|
Case Type |
Action |
|---|---|
|
Refunds, Payment Delays, Escalations |
Escalate to CX team or log ticket on CXGenie |
|
Sensitive topics (legal, fake news, media queries) |
Inform Marketing Manager immediately |
|
Irate users |
Move to DM and de-escalate using empathy first |
✅ Step 5: Monthly Log & Learning
-
Maintain a Comment/DM log (optional)
-
Track:
-
Common questions
-
Viral/repeat comment types
-
Tone adjustments needed
-
Any missed opportunities or complaints
-
✅ Do’s & Don’ts
|
✅ DO |
❌ DON’T |
|---|---|
|
Use emojis and friendly tone |
Copy-paste without personalization |
|
Keep answers short & actionable |
Leave queries unread or ignored |
|
Escalate genuine complaints |
Argue or defend in public |
|
Reply in brand voice |
Sound robotic or overly formal |