Quick Summary
Maintain brand voice while handling positive and negative Instagram comments.
Why Comment Management Matters
Comments capture the pulse of your Instagram community. Positive feedback fuels advocacy, while unanswered questions erode trust. Building a structured moderation workflow strengthens algorithmic signals and creates the social proof that both audiences and Google value.
1. Build a Classification System
- Questions: Product, shipping, pricing, or usage queries.
- Praise: Identify brand advocates and nurture them.
- Complaints: Surface potential crises early.
- Spam / Risk: Flag via keyword lists and moderation filters. Create templates for each category and personalise as needed.
2. Define SLAs and Ownership
- Aim for sub-two-hour responses on weekdays and under six hours on weekends.
- Map escalation paths across customer support, marketing, and legal teams.
- Trigger alerts when keywords such as “refund”, “cancel”, or “lawsuit” appear.
3. Leverage Automation
- Configure quick replies within Meta Inbox or preferred tools.
- Deploy chatbot flows for FAQs, handing off to humans when required.
- Route negative sentiment comments into DMs to resolve issues privately.
4. Measure & Feedback
- Report weekly on response time, resolution rate, sentiment shifts, and DM escalations.
- Highlight positive testimonials in Stories or pinned comments.
- Share recurring pain points with product and operations teams.
5. Prepare for Crisis Scenarios
- Maintain a playbook containing pre-approved statements, Q&A sheets, and approval workflows.
- Outline when to limit comments, enable stricter moderation, or blacklist accounts.
Treating comment management as a core discipline builds loyalty, mitigates risk, and showcases the professionalism search engines and customers expect.