Social Media Marketing
Social Media Community Management
Day-to-day handling of comments, messages, mentions and reviews across your social channels, so customers get timely, on-brand responses and issues are escalated before they grow.
Overview
Why it matters
for your business.
Every comment and DM is a customer touchpoint. Unanswered questions lose sales, and an ignored complaint can quickly turn public. Yet many brands have no one watching social inboxes outside office hours. We monitor your channels on an agreed schedule, reply to queries, thank supporters, hide spam and route sales leads or service issues to the right person on your team.
Before we start, we build a response playbook with you: tone, approved answers, escalation contacts and lines we never cross. We also track recurring questions and sentiment, which often reveal product or service problems early. For larger brands, we use social listening to catch mentions that do not tag you directly.
What's included
- Response playbook and escalation matrix
- Daily monitoring of comments, DMs and mentions
- Replies to routine queries and feedback
- Lead and complaint routing to your team
- Spam and abuse moderation
- Monthly sentiment and common-questions summary
Outcomes
What changes
for your business.
Ideal for
- Consumer brands with busy comment sections
- Service businesses receiving enquiries via DM
- Organisations needing reputation monitoring
Faster responses
Customers get timely answers on social channels, which supports trust and reduces lost enquiries.
Issues caught early
Complaints reach the right person quickly, before they escalate into public problems.
Customer insight
Recurring questions and sentiment trends give your product and service teams useful feedback.
How we deliver
A clear, accountable
process.
Every engagement follows the same disciplined approach, adapted to the size and urgency of your project.
- 01
Audit
We review your current presence, data, competitors and audience to find the biggest opportunities.
- 02
Strategy
You get a focused plan with channels, messaging, priorities and the measures that matter.
- 03
Execute
Our team creates, launches and manages the work, with your approval at the right checkpoints.
- 04
Measure & refine
Transparent reporting shows what's working, and we shift effort and budget accordingly.
Ways to work with us
- Monthly managed servicesRecurring application, IT, marketing or infrastructure support.
- Fixed-price projectsDefined scope, milestones and deliverables.
- Consulting retainersOngoing technical and business advisory.
- Time & materialFlexible delivery based on actual effort and resources.
FAQ
Common
questions.
Something else on your mind? Ask us directly.
What hours do you cover?
We agree coverage during onboarding, typically business hours with defined weekend checks. Extended coverage is possible for brands with high volumes or time-sensitive services. We set realistic response times rather than promising instant replies around the clock.
How do you handle a serious complaint or crisis?
Serious issues follow the escalation matrix we agree with you. We acknowledge the customer, move the conversation to private messages where appropriate, and alert your nominated contact immediately. We do not make commitments on your behalf without approval.
Let's talk about Social Media Community Management.
Tell us what you need and get a clear plan and proposal, free and with no obligation.