TechVendor Social Media Response Templates

Quick Reference Guide

• Templates 1-6: Billing & Account Questions
• Templates 7-12: Feature Requests & Product Questions
• Templates 13-18: Technical Support
• Templates 19-24: Escalation & Competitor Mentions
• Templates 25-30: General Engagement & Feedback

BILLING & ACCOUNT QUESTIONS

Template 1: General Billing Inquiry

When to use: Customer asks about invoice, payment, or billing cycle
Template:

Hello {NAME}, thank you for reaching out. For billing inquiries, please contact our accounts team at billing@techvendor.com or access your invoice history through your account portal at [link]. They can assist with detailed billing questions and account adjustments.

Personalization tokens: {NAME}
Emoji policy: No emojis
Escalation: If customer mentions payment dispute or threatens to cancel, escalate to account management

Template 2: Billing Dispute

When to use: Customer disputes a charge or claims billing error
Template:

Hello {NAME}, we take billing accuracy seriously. Please DM us your account details and a brief description of the discrepancy. Our billing team will review your account within 24 hours and contact you directly with a resolution.

Personalization tokens: {NAME}
Emoji policy: No emojis
Escalation: All billing disputes to billing manager; if amount >$5,000, escalate to finance director

FEATURE REQUESTS & PRODUCT QUESTIONS

Template 7: Feature Request - Acknowledged

When to use: Customer suggests new feature or enhancement
Template:

Hello {NAME}, thank you for this suggestion. We've noted your request for {FEATURE_REQUEST} and will share it with our product team. Feature requests are reviewed quarterly during roadmap planning. You can track feature requests and vote on priorities in our product feedback portal: [link].

Personalization tokens: {NAME}, {FEATURE_REQUEST}
Emoji policy: No emojis
Escalation: If enterprise client (>$50k annual) requests feature, forward to product manager same day

Template 10: Feature Not Available

When to use: Customer asks for feature that doesn’t exist and isn’t planned
Template:

Hello {NAME}, currently TechVendor does not offer {REQUESTED_FEATURE}. However, we appreciate your feedback and encourage you to submit this as a feature request in our product portal [link]. Our product team reviews all submissions during quarterly planning cycles.

Personalization tokens: {NAME}, {REQUESTED_FEATURE}
Emoji policy: No emojis
Escalation: If customer expresses frustration or mentions switching vendors, escalate to account manager

TECHNICAL SUPPORT

Template 13: General Support Request

When to use: Customer reports technical issue or needs help
Template:

Hello {NAME}, we're here to help. Please submit a support ticket at support.techvendor.com or email support@techvendor.com with details about the issue you're experiencing. Our support team responds within {SLA_TIME} for {PLAN_TIER} customers. For urgent issues, include "URGENT" in the subject line.

Personalization tokens: {NAME}, {SLA_TIME}, {PLAN_TIER}
Emoji policy: No emojis
Escalation: If customer reports system-wide outage, escalate to support manager immediately

Template 18: Security Concern

When to use: Questions about security, data protection, or potential vulnerabilities
Template:

Hello {NAME}, security is our highest priority. For security-related inquiries, please contact our security team directly at security@techvendor.com. For potential security vulnerabilities, please report immediately to security@techvendor.com. Our security documentation and compliance certifications are available at [link].

Personalization tokens: {NAME}
Emoji policy: No emojis
Escalation: All security concerns → Security team immediately; potential vulnerabilities → CISO notification within 15 minutes

ESCALATION & COMPETITOR MENTIONS

Template 19: Competitor Mention - General

When to use: Customer mentions competitor or comparison shopping
Template:

Hello {NAME}, we appreciate you evaluating your options. TechVendor differentiates through {KEY_DIFFERENTIATOR_1}, {KEY_DIFFERENTIATOR_2}, and our commitment to {VALUE_PROPOSITION}. We'd love to discuss how TechVendor specifically addresses your business needs. Please contact your account manager at {ACCOUNT_MANAGER_EMAIL} or our sales team for a detailed comparison.

Personalization tokens: {NAME}, {KEY_DIFFERENTIATOR_1}, {KEY_DIFFERENTIATOR_2}, {VALUE_PROPOSITION}, {ACCOUNT_MANAGER_EMAIL}
Emoji policy: No emojis
Escalation: Existing customer mentioning competitors → Account manager notification same day

Template 20: Competitor Mention - Switching Threat

When to use: Customer indicates they’re considering leaving for competitor
Template:

Hello {NAME}, we value your business and would like to understand your concerns. Please contact your account manager directly at {ACCOUNT_MANAGER_EMAIL} or schedule a call through [calendar link]. We're committed to ensuring TechVendor meets your needs and would appreciate the opportunity to discuss your requirements.

Personalization tokens: {NAME}, {ACCOUNT_MANAGER_EMAIL}
Emoji policy: No emojis
Escalation: IMMEDIATE escalation to account manager + retention team; if enterprise customer, notify VP of Customer Success

Template 23: Churn Risk - Contract Cancellation

When to use: Customer mentions canceling, not renewing, or ending contract
Template:

Hello {NAME}, we're sorry to hear you're considering leaving TechVendor. We'd greatly appreciate the opportunity to discuss your concerns and explore solutions before you make a final decision. Your account manager {ACCOUNT_MANAGER_NAME} will reach out within 24 hours, or you can contact them directly at {ACCOUNT_MANAGER_EMAIL}.

Personalization tokens: {NAME}, {ACCOUNT_MANAGER_NAME}, {ACCOUNT_MANAGER_EMAIL}
Emoji policy: No emojis
Escalation: URGENT escalation to account manager + retention team + VP Customer Success (if enterprise account)

Template 24: Legal Threat

When to use: Customer mentions legal action, lawsuit, lawyers, breach of contract
Template:

Hello {NAME}, we take your concerns seriously. Please direct all legal matters to legal@techvendor.com with detailed information. Our legal team will respond promptly to address your concerns through proper channels.

Personalization tokens: {NAME}
Emoji policy: No emojis
Escalation: IMMEDIATE escalation to legal team + account manager + VP Customer Success; do not engage further on social media

ESCALATION GUIDELINES

Immediate Escalation to Management:

• Legal threats → Legal team + Account Manager + VP Customer Success
• Security breach claims → CISO + Security team + Legal team (within 15 minutes)
• Competitor switching threats → Account Manager + Retention team (same day)
• Cancellation/churn mentions → Account Manager + Retention team (within 1 hour)
• Press/media inquiries → PR/Communications team (immediately)
• Enterprise client complaints (>$50k annual) → Account Manager + VP Customer Success (within 2 hours)

Response Time Commitments:

• Standard questions: 4 hours during business hours
• Technical support: 2 hours (Enterprise: 1 hour)
• Security concerns: 15 minutes acknowledgment
• Critical outages: Immediate acknowledgment
• Legal/PR matters: 15 minutes acknowledgment

KEYBOARD SHORTCUT SUGGESTIONS

• /billing → Template 1
• /dispute → Template 2
• /feature → Template 7
• /support → Template 13
• /competitor → Template 19
• /churn → Template 23
• /legal → Template 24
• /security → Template 18

USAGE NOTES

Voice Guidelines for TechVendor:

• Professional but approachable - not cold or robotic
• Technically competent - demonstrate product knowledge
• Solution-focused - always provide next steps or resources
• Transparent about limitations - don’t overpromise
• Minimal to no emoji use (professional B2B context)