Community Management

Overview

What we deliver

We handle daily comments, DMs, mentions, and replies across your social channels so your community stays active and well-managed.

We run day-to-day community management for B2B brands that need consistent response times and a clear voice across channels. Our team monitors comments, direct messages, mentions, tags, and reviews, then replies, routes, or escalates each interaction using a shared playbook. We follow your tone of voice, product knowledge base, and escalation rules to handle questions, complaints, partnership requests, and prospect inquiries professionally. We track sentiment, common issues, and recurring topics so your marketing, sales, and product teams can act on what the community is saying. We can also seed conversations, support launches, and engage with relevant accounts to grow visibility. Coverage windows are set to match your audience time zones, with clear handover notes between shifts. The result is faster responses, fewer missed messages, and a community experience that reflects how you want your brand to show up.

Fit Check

Built for teams like yours

Who it's for

B2B SaaS with active user communities
Brands running ongoing campaigns
Companies with high comment and DM volume
Teams launching new products
Brands managing reputation across channels

Pain points we solve

Slow or missed responses to prospects
Inconsistent tone across replies
No clear escalation path for complaints
Limited visibility into community sentiment
After-hours coverage gaps

What's included

Capabilities

Everything we cover in this engagement.

Comment and DM management
Mention and tag monitoring
Review responses
Escalation routing
Tone of voice playbook
Sentiment tracking
Conversation seeding
Crisis response support

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Setup

Build response playbook, tone, and escalation rules.

02

Onboard

Train team on product, FAQs, and brand voice.

03

Monitor

Watch channels during agreed coverage windows.

04

Respond

Reply, route, or escalate each interaction.

05

Report

Share weekly themes and monthly community insights.

What you get

Deliverables & outcomes

What you get

Community management playbook
Daily response logs
Weekly sentiment summary
Monthly community report
Escalation tickets
Conversation transcripts

Outcomes you can expect

Faster average response times
Consistent brand voice in replies
Fewer missed prospect messages
Clearer visibility into customer sentiment
Better collaboration with sales and support

Timeline

Two weeks to launch, ongoing daily

Engagement

Monthly retainer, Project, Sprint

Tools we use

Sprout Social, Hootsuite, Khoros, Brandwatch, Zendesk

KPIs we track

Average response time, response rate, sentiment score, escalations resolved, conversations handled

Client stories

What clients say

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

"

My books were 90 days behind and I was avoiding my accountant. They cleaned up nine months of mis-categorized Shopify and Stripe entries, set up proper rules in QuickBooks, and now my close lands on day four of every month. First time in three years I opened a P&L without wincing. Cash forecasting actually makes sense now.

D.R.

Proof