One of my challenges is that people are constantly asking questions about things that I have JUST posted about. They do not take the time to look for the answer they just seem to want everything spoon fed to them. I usually answer the question with the added component of showing them where they can find the answer themselves. A lot of my time is spent this way but that is the nature of customer service via social media I suppose.
+4I saw this a lot in my last role in the hospitality industry. It was a daily thing our team ran into. A couple of the things that helped us save time on these common questions was creating a automated reply within Meta to all messages we received with a link to our FAQ page and a way to contact us if they don’t find their answer there. Another great resource if you use Sprout Social is their saved reply feature where you can save common responses you might give to questions or messages without having to retype them out every time. I hope this helps! 😊
Emily thank you I hadn’t been aware of the save reply feature I will check it out! I do keep a document with some answers to FAQ’s and other common messages I have to send.
Denise Layman
1 person likes this
+1Definitely agree on the save reply feature. If your organization is on Instagram I’d suggest doing a pinned q+a post, or creating a q+a highlight as well.
Do you have an option to have an intern/student that could handle these types of responses so that it would free you up to do more activities which you enjoy? You didn’t mention if people are commenting on the posts that are relevant or different posts with questions but if they are commenting on the posts that are relevant, there may be opportunities to utilize AI to look at these posts and the questions that come up and ask it to help you identify trends in questions and rephrase posts to address more common questions. Noted that this may not come up with anything if they are truly all over the place, but it might be worth a half hour or hour to run a few queries.
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