If you encounter a question on social media channels to which you donât

dismissively – if you donât know the answer to a question, itâs likely not an important concern
honestly – explain you donât have an answer, but that youâll get back to them with it
vaguely – itâs best to avoid admitting to customers that you donât know the answer
confidently – itâs best to take your best guess at an answer, and convey it with confidence