Social Media Support (Facebook, Instagram, X, LinkedIn)

Overview

What we deliver

We monitor and reply to customer messages and comments across Facebook, Instagram, X, and LinkedIn so your brand answers on time, in voice.

We provide social media customer support across Facebook, Instagram, X, and LinkedIn for brands that get steady inbound messages, comments, and mentions. Our agents triage public posts and direct messages, answer routine questions, handle complaints with care, and route sensitive cases to your team. We follow brand voice, response templates, and escalation rules, and we keep transcripts in your social inbox and CRM. Coverage can be limited to weekdays or extended to evenings, weekends, and major campaigns. We watch for crisis signals such as spikes in negative comments and notify owners quickly with proposed responses. Weekly reports show volume, sentiment, response times, and the most common questions, with recommendations on content and policy fixes. The result is a social presence that answers reliably and protects the brand without overloading your in-house marketing team.

Fit Check

Built for teams like yours

Who it's for

Consumer brands
E-commerce stores
B2B SaaS with active social
Hospitality and travel
Marketing and community teams

Pain points we solve

Slow replies to DMs and comments
Unanswered complaints in public view
Inconsistent tone across channels
No coverage on evenings and weekends
Crisis signals missed until too late

What's included

Capabilities

Everything we cover in this engagement.

DM and comment triage
Public reply drafting
Complaint and refund handling
Crisis signal monitoring
Brand voice adherence
Escalation routing
CRM and social inbox logging
Performance and sentiment reporting

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Onboarding

We learn brand voice, policies, and escalation paths.

02

Playbook

We build response templates and routing rules.

03

Pilot

We run a pilot week with close review of replies.

04

Operate

We monitor channels and reply within agreed SLAs.

05

Report

We share weekly metrics, themes, and content gaps.

What you get

Deliverables & outcomes

What you get

Social response playbook
Reply templates
Coverage schedule
Weekly support report
Sentiment and theme summary
Escalation log

Outcomes you can expect

Faster replies on every channel
Fewer public complaints left open
Steadier brand voice
Earlier detection of issues
More useful input for marketing and product

Timeline

2 to 4 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Sprout Social, Hootsuite, Meta Business Suite, Sprinklr, Khoros

KPIs we track

First response time, resolution rate, sentiment, response coverage, escalation rate

Client stories

What clients say

"

We had 14 cornerstone pages stuck on page two for 18 months. Their SEO crew rewrote the internal linking, cleaned up our schema, and shipped 22 supporting briefs over a quarter. Eight of those pages broke top three by month five. Organic pipeline went from a trickle to our second-largest source. Felt like watching interest compound.

James T.

"

We had been prototyping an AI quoting agent for nine months and could not get it past demo quality. They came in, scoped a real eval set, swapped our retrieval layer, and added guardrails for the edge cases that kept burning us. Went live in seven weeks. It now handles 41 percent of inbound quote requests without a human touching them.

Kyle A.

Proof