Social Media CX
Community management and support across social channels — moderated, on-brand, and fast enough that a public complaint doesn't turn into a public crisis.
What's included
- ✓Comment & DM monitoring
- ✓Community moderation
- ✓Escalation of sensitive issues
- ✓Brand-voice-consistent responses
- ✓Proactive engagement & UGC response
- ✓Sentiment & trend reporting
Built for
These are the industries we most often deploy this service for — it isn't exclusive to them.
Why teams choose this service
Deployed as a standalone service or bundled into a full outsourced CX operation.
- ✓Live in as little as 2 weeks
- ✓Dedicated account manager
- ✓Scales up or down with demand
Everything happens in public here
Complaints Everyone Can See
An unanswered comment or DM is visible to your whole audience, not just the customer who posted it.
Slow Feels Worse in Public
A delayed reply on social reads as being ignored, even when the same wait on email would go unnoticed.
Trolls & Bad-Faith Comments
Without active moderation, a handful of bad actors can derail the conversation on your own posts.
Inconsistent Tone
Different voices replying across platforms make a brand feel scattered instead of intentional.
Every conversation happening about your brand
Comment & DM Monitoring
Every mention, comment, and direct message tracked across your channels in real time.
Community Moderation
Keeping the conversation on-topic and on-brand, without heavy-handed censorship.
Crisis & Escalation Management
A clear protocol for anything reputation-sensitive, escalated fast to the right person on your side.
Sentiment & Trend Reporting
Ongoing visibility into how your audience feels and what they're talking about, not just ticket counts.
Proactive Engagement
Joining relevant conversations and responding to mentions before someone has to tag you directly.
UGC & Influencer Response
Coordinated replies to user-generated content and creator mentions, kept consistent with your brand voice.
AI flags it, a person decides how to respond
How We WorkSocial moves fast and gets read in public, so we use AI to catch what matters before it grows into a problem — then hand judgment calls to a person who understands your brand.- ✓AI-assisted sentiment detection flags negative or urgent comments the moment they land
- ✓Trend monitoring surfaces spikes in mentions before they become a bigger story
- ✓Trained agents write every public-facing reply, matched to your brand's tone
- ✓Reputation-sensitive situations escalate straight to a human decision-maker
Wherever the conversation is happening
Commitments, not just promises
- ✓Public Response SLAs — comments and DMs answered on a clock, not whenever someone gets to it.
- ✓Crisis Escalation Protocols — a clear path for anything reputation-sensitive, agreed with you up front.
- ✓Brand Voice Guidelines — followed consistently, across every platform and every agent.
- ✓Regular Sentiment Reporting — so you know how your audience feels, not just how many tickets closed.