Community Management
Keep conversations lively, helpful, and brand‑safe. We respond fast, moderate fairly, spark discussions, and turn followers into advocates-across the platforms your audience loves.
?Tip: Reply within 1 hour during peak times-speed builds trust.
What we handle day‑to‑day
RReplies & DMs
Timely, friendly responses with saved replies for FAQs-handoff to sales/support when needed.
MModeration & Safety
Spam filters, keyword blocks, fair policy enforcement, and escalation for sensitive issues.
PPrompts & Engagement
Weekly questions, polls, and live Q&As to spark comments and repeat visits.
UUGC & Advocates
Encourage, curate, and secure rights to member content; highlight advocates respectfully.
EEvents & Activations
AMAs, lives, challenges, and collabs-planned with simple run‑of‑show and tracking.
AAnalytics & SLAs
Response time, resolution rate, sentiment, and actions-reported clearly each month.
Playbooks that keep tone consistent
We craft short, practical guides for replies, moderation, and tricky situations-so every message sounds like the brand.
What’s inside
- Saved replies for FAQs and common objections
- Voice & tone rules with examples (friendly, brief, helpful)
- Escalation ladders for support, legal, or PR issues
- Dos & don’ts for claims, offers, and user data
?Answer in 2–3 sentences max; link to details instead of long threads.
Inbox operations and support alignment
Routing rules
Sales vs. support vs. community; tags and priorities for clean handoffs.
Tools we use
Native inboxes or suites (e.g., Meta/YouTube/LinkedIn tools), forms with UTMs, and shared views.
SLAs
Peak‑hours 1h response, off‑hours 12–24h; resolution notes and follow‑up reminders.
Measure what matters
We track outcomes over noise-helpful interactions and long‑term loyalty beats raw comment counts.
- Response time, first‑contact resolution, and sentiment trend
- Engagement quality: saves, shares, replies per prompt
- Community → site clicks, leads, and assisted conversions
?Log 3 insights per month from comments to inform content and product.
Community management packages
Growth
- 8–8 coverage + weekends lite
- UGC sourcing + rights
- Quarterly playbook updates
Scale
- Multi‑language moderation
- Creator collabs + whitelisting
- Weekly sync and lift studies
Ready to build a helpful, trusted community?
Share platforms, hours, and goals. We’ll set SLAs, playbooks, and prompts-clean and simple.
FAQs
What hours do you cover for replies and moderation?
Starter covers business hours Mon–Fri; Growth extends evenings and light weekends; Scale can add 24/7 and multi‑region coverage based on need.
Do you create prompts and run live sessions too?
Yes. We plan weekly prompts, polls, and AMAs with simple run‑of‑show, moderator notes, and post‑event follow‑ups.
How do you handle sensitive or negative comments?
We use brand‑safety rules, keyword blocks, and escalation ladders. Replies stay calm and factual; critical cases move to private channels fast.
Can you track ROI from community efforts?
We report response time, resolution, sentiment, saves/shares, and community→site conversions with UTMs and assisted conversion views.