Social Service
Part of Social commerce customer service
Answering buying questions in comments and messages
Decide when to answer a shopping question publicly, when to use support and how to keep product replies accurate.
Answer a buying question where the shopper asked it if the answer is general, verified and safe to share. If answering requires personal details or an individual order check, use the retailer’s established support route.
Find the decision behind the question
“Does this fit?” may turn on dimensions, compatibility or a particular use. “Is it available?” may mean a specific colour or size. Identify the product and variant, then answer the detail the shopper needs to decide.
Give the checked fact and any condition that changes it. If the question has several meanings, ask one clarifying question. Do not assume which product the shopper owns, where they live or how they intend to use an item.
Choose the channel
A public comment suits specifications, included items, available variants and general buying conditions. Other shoppers can benefit from the clarification. A message may suit a longer exchange, but a social message is not automatically suitable for collecting sensitive information.
If the conversation becomes an order or payment matter, direct the shopper to a support route that can verify the shopper.
For a delivery question, check the current terms for the relevant destination. Call an estimate an estimate and explain a condition that could change it.
Public comment vs. private message: best use cases
- Public comment is best for
- Specifications, included items, available variants, general terms
- Private message is best for
- Longer exchanges, but not for sensitive data collection
- Redirect to support when
- Order, payment, or delivery verification needed
Keep posted answers accurate
Check the product record and current offer before replying. “In stock now” describes a current position; it does not promise that stock will remain available when the shopper orders. If a fact cannot be confirmed, explain what will be checked and how the answer will be provided.
Save the verified substance of recurring answers against the correct product or variant. Review answers on active posts when a product, promotion or condition changes. A copied reply can mislead if compatibility or inclusions differ between variants.
Key accuracy rules for posted answers
- Check product record and current offer before replyingEnsure real-time accuracy
- Avoid promises about future stock availabilityUse 'in stock now' only for current status
- Review active posts after changesUpdate answers when promotions or variants change
