Social media & community management
We run your digital presence and the conversations that build customer relationships
This isn't just posts — it's full daily conversation management with your audience, from planning to turning a conversation into a customer.
The service covers
Setting the content and communication strategy.
Planning, copywriting, design, scheduling and publishing.
Replying to comments and DMs per an approved playbook.
Following up on enquiries and collecting lead data.
Converting cases into sales or support and tracking the outcome.
Handling complaints and escalation levels.
Preparing FAQs and reply templates while keeping a human tone.
Regular reports on engagement, conversations and service quality.
The conversation-management cycle
- 1A comment or message arrives from one of the channels.
- 2Classify the case: enquiry, sales opportunity, complaint or support.
- 3Reply in the brand tone using approved information.
- 4Collect the customer's data when needed and with consent.
- 5Route to the relevant team with a named owner.
- 6Follow up until reaching an outcome.
- 7Close the case and log the category and result for reporting.
Metrics we track
Average response time
Measure responsiveness.
Response rate
Coverage of messages and comments.
Closed cases
The team's ability to resolve requests.
Leads
Linking conversations to sales opportunities.
Customer satisfaction
Experience quality when a rating exists.
Most frequent topics
Improving content, service and FAQs.