What Mark does

Answering your comments

A question left unanswered under a post is a customer who went somewhere else. This is the part a scheduler was never going to do for you.

Conversation

Likes and answers comments

Watches the comments on your posts. Likes the ones that only need acknowledging, drafts an answer to the ones that don’t, and sends it when you say so.

It watches the comments on your posts

Every post on the accounts you connected gets checked for comments — the ones Mark wrote and the ones you posted yourself. Not your whole inbox, not your direct messages: the comments on your posts, which is where people expect an answer.

A like is an answer, sometimes

Plenty of comments do not need words. Somebody says looks great and what they want is to be noticed. Mark likes those, which is what a person doing this job does, and it is the difference between a page that is run by somebody and a page that is run by a queue.

The rest get a draft, and wait for you

A real question — do you do gluten free?, are you open Sunday? — gets an answer written, in your voice, with what it knows about your business. Then it stops and shows you. Nothing is sent until you say so, the same recorded approval a post takes.

When it is not sure — a complaint, something it has no answer for, anything that reads like it needs a person — it says so and hands it to you rather than guessing. A confident wrong answer under your own post is worse than a slow right one.

It replies as you, never as itself

The answer goes out under your business's name and picture, exactly as it would if you had typed it. Mark is not a character in the thread and never introduces itself as one. Your customers are talking to you.

Questions about this

When it answers a comment, who does it appear to be?

Your business. The reply carries your Page’s name and picture, the way it would if you had typed it, and Mark is never a voice in the thread. It drafts the answer and waits for you before anything is sent — the same rule as a post.

What happens if somebody leaves an angry comment?

It comes to you. Mark answers the ordinary questions and hands over anything that reads like a complaint, a dispute, or something it has no answer for — with the comment and a note saying why it stopped. A confident wrong reply under your own post, in front of your customers, is the one mistake worth being slow to avoid.

All the questions people ask

Stop leaving people waiting.

Tell Mark about your business once. It brings you next week’s work, and waits for one word.

No password, nothing to remember.