Community management: turning comments and messages into customers
Every comment and private message is a customer raising their hand. On Facebook and Instagram, the way and speed you reply often decides whether that person buys from you or from a competitor.
Reply fast
People who send a message usually expect an answer within hours, not days. Set a target, for example under one hour during business hours, and use automatic greetings in Messenger and Instagram to confirm you received the message.
Answer the real question
“Price in inbox” with no follow-up frustrates people. Give the information they asked for, or a clear next step: a phone number, a showroom address, a link, a time slot.
Prepare saved replies
Write ready-made answers for frequent questions: opening hours, delivery, prices, availability, how to book. Personalise them with the person’s name before sending.
Move hot leads forward
- Ask for a phone number or the best time to call.
- Pass the lead to sales the same day.
- Record where it came from so you can measure what works.
Handle negative comments calmly
- Do not delete criticism unless it is offensive or spam.
- Reply publicly, politely, and quickly.
- Move the details to private messages.
- Fix the problem, then thank the person.
A well-handled complaint in public often builds more trust than a positive post.
Moderate
Hide spam, scams and insults. Fake giveaway accounts that imitate your page should be reported to the platform.
Community management is a daily job. Our community managers reply in English, French and Kreol in your brand voice. Let’s talk.