Community Management: look after your community without losing hours
Every comment and every message is a conversation with a potential customer.
Posting is only one part. Then come questions in the comments, direct messages asking about prices or availability, reviews and opinions. If nobody replies, or replies come late and rushed, interest cools and the brand’s image suffers.
Community management means managing your brand’s community: replying to comments and messages, looking after the tone and passing on to you whatever needs your decision. With this service we do it within the hours we agree with you, every month.
It suits businesses that already post (on their own or with another provider) and receive interactions, but can’t keep up with them: restaurants getting booking questions, shops with product queries or clinics with initial enquiries.
It solves a clear problem: conversations left unanswered. With agreed guidelines, everyone gets a consistent reply and you only deal with what matters.
- Guidelines and tone
- Comment or message
- Reply
- Escalation if needed
- Follow-up
We set guidelines
We agree on response hours, tone, answers to frequent questions and which cases are passed on to you.
We respond
We check comments and messages within the agreed hours and reply following the guidelines.
We pass on what matters
Quote requests, complaints or decisions that are yours to make reach you with the context you need.
We adjust
If new questions come up, we update the frequent answers with you.
- Handling of comments on your posts within the agreed hours
- Handling of direct messages within the agreed hours
- Guidelines and frequent answers document in your brand’s tone
- Escalation to your team of cases that need your decision
- Responses outside the agreed hours
- Creating and publishing content: available in the Social Media plans
- Handling complex reputation crises or legal advice
- Automatic replies outside working hours: available with our AI (artificial intelligence) and automation services
Imagine a restaurant in Madrid that posts often and gets messages every day asking about tables, group menus or allergens.
Before
Messages read late, different answers depending on who replies and bookings that get lost.
After
Messages answered within the agreed hours in a consistent tone, and group requests passed on to the person in charge with the information in order.
- Fewer forgotten conversations
- An attentive, professional image
- Consistent answers, whoever gives them
- Your team focuses on running the business
- It can reduce your team’s daily interruptions to check the phone
- It avoids repeating the same answers over and over, thanks to the agreed guidelines
- Response guidelines and frequent answers
- Monthly handling of comments and messages within the agreed hours
- Orderly escalation of important cases
The price depends on what you combine. Tick this service and whatever you need with it in the calculator and you’ll see your quote straight away, with the launch price applied.
- Choose services
- Leave your details
- See your quote
Which hours do you cover?
We agree on them with you at the start, based on when your business receives the most interactions.
Do you also reply to reviews?
Replies to comments are part of the service on the agreed networks. We always check sensitive situations with you before replying.
Can I hire it without you managing my posts?
Yes. It’s a standalone service for businesses that already post on their own.
How is it different from the community management in Growth or Pro?
Growth includes basic community management and Pro a fuller version, together with publishing content. This service covers only community care, for those who already post on their own.
Next step
Tell us about your situation and we’ll tell you, with no commitment, whether this service fits or which alternative makes more sense.