Most people ask before they buy. A comment asking the price, a message about delivery or an angry review is a customer standing at your door, and many others are watching how you answer. Good replies sell. Slow or careless ones send people to a competitor. This guide covers the situations we handle every day for Saudi brands.
The price question
The most common comment is the price. Replying only with "we sent you a message" frustrates people and tells everyone else nothing. If your prices are fixed, answer in the comment, or give a starting price and a link. If the price depends on the order, reply with something useful, such as what changes the price, and continue in the messages.
Try three real situations in our Which reply wins? quiz and see why one reply sells and another loses.
The angry comment
- Thank them and say sorry for the experience, without arguing in public.
- Move the details to messages: order number, phone and what happened.
- Fix it, then close the loop in public with one line saying it is solved.
- Do not delete fair complaints. Hide only abuse, spam or comments that share someone's personal details.
Messages: speed is the offer
During working hours, aim to reply within the hour. Outside them, an away message that says when you will answer keeps the customer. Saved replies on Instagram and quick replies on WhatsApp cover hours, location and prices in one tap, but a person should always take over the real conversation.
Get six ready WhatsApp replies with our replies kit.
Tone: sound like a person, and like your brand
Use the customer's name, keep sentences short and stay in one voice. For most Saudi brands that is a clear, friendly Saudi Arabic that every region understands, with English for customers who write in English. See how one message changes in four Arabic voices on our <a href="{p}/#voices">home page</a>.
Keep personal data private
Never ask for phone numbers, addresses or ID numbers in public comments, and never post a customer's details in a reply. Move it to messages. The Saudi Personal Data Protection Law treats this data seriously, and customers notice brands that do too.
Measure whether replies sell
- First reply time during working hours.
- Share of questions answered in comments and messages.
- Chats that became orders, counted every week.
These three numbers belong in your monthly report next to reach and followers.
When to get help
Our social media management service replies to comments and messages every day on the packages that include it, in your brand's voice, and reports how many chats became orders.
Frequently asked questions
How fast should a business reply on Instagram?
Within the hour during working hours is a good target, and the same day at the latest. Outside working hours, an away message saying when you will reply keeps the customer.
Should I delete negative comments?
No, not fair ones. Reply politely, move the details to messages and fix the problem. Hide only abuse, spam or comments with personal details.
Is it fine to reply "check your messages" to price questions?
On its own it frustrates people and tells other readers nothing. Give the price, a starting price or what the price depends on, then continue in messages if needed.
Can automatic replies handle my messages?
They can greet people and answer hours, location and prices. A person should take over the real conversation.
Want every comment and message answered well, every day? Book a free call.