Comments & DMs
Timely, helpful replies across platforms.
Community Management
Every comment is a conversation.
Responsive, on-brand community management that answers questions, handles feedback and turns followers into loyal customers.
Definition
What community management is.
In one paragraph
Community management is the day-to-day work of engaging with your audience on social platforms: replying to comments and messages, handling complaints, encouraging conversation and listening for feedback. It protects your reputation and turns attention into relationships.
What’s included
Responsive, on-brand engagement.
Tone of voice
Guidelines so every reply sounds like you.
Review responses
Professional replies to reviews and feedback.
Escalation
Clear routes for complaints and sales leads.
Social listening
Track mentions and conversations about your brand.
Insights
Themes and opportunities reported monthly.
Why it matters
People notice who replies.
- 01
Trust
Fast, helpful responses show you care.
- 02
Reputation
Handle issues before they escalate.
- 03
Leads
Many enquiries start in comments and DMs.
Process
How we look after your community.
- 01
Onboard
Brand, FAQs and escalation rules.
- 02
Guidelines
Tone and response templates.
- 03
Engage
Daily monitoring and replies.
- 04
Escalate
Route issues and leads quickly.
- 05
Report
Monthly themes and insights.
Social Media Marketing
Related services.
In depth
How community management builds loyalty.
Every reply is public
On social media, how you answer one person is seen by hundreds of others. Fast, helpful and human replies show prospective customers what it is like to deal with you, long before they get in touch.
Comments, messages and mentions
We monitor comments on your posts, direct messages and mentions of your brand across your channels, so nothing important is missed and people are not left waiting.
Your voice, consistently
We agree a tone of voice and response guidelines with you, so replies sound like your business whether they come from us or your team.
Turning questions into enquiries
Many messages are buying questions in disguise. We answer clearly and guide people towards the right next step, such as a booking link, product page or contact form.
Handling complaints well
Complaints are handled calmly and quickly, moved to private channels where appropriate and escalated to your team when needed. Handled well, a complaint can improve how people see your brand.
Learning from conversations
The questions and feedback people share are valuable insight. We report recurring themes so you can improve products, content and customer service.
Is it right for you?
Signs you need community management.
- 01
Slow replies
Messages and comments sit unanswered for days.
- 02
Missed opportunities
Questions from potential customers go unanswered.
- 03
Negative comments linger
Complaints are left public without a response.
- 04
Stretched team
Nobody has time to manage social conversations properly.
What we cover
Everything people say to you.
Comments
Replies to comments on organic posts and ads, including hiding spam and abuse.
Direct messages
Answers to enquiries and questions sent privately on each platform.
Mentions and tags
Engaging with people who mention or tag your brand.
Reviews
Responses to reviews on Google and social platforms, in line with your guidelines.
How we work
Your first 90 days.
- 01
Week 1: Onboarding
We learn your business, products, policies and tone of voice.
- 02
Week 2: Guidelines
We agree response templates, escalation rules and response times.
- 03
Weeks 3–4: Go live
We start managing your channels, with close review in the first weeks.
- 04
Months 2–3: Report & refine
Monthly reports on volume, response times, sentiment and themes.
Avoid these
Common community management mistakes.
Ignoring negative comments
Silence suggests you do not care. A calm, helpful reply shows other readers you take issues seriously.
Copy-and-paste replies
Identical responses feel robotic. Templates should be a starting point, not a script.
Arguing in public
Defensive replies escalate problems. Acknowledge, help and move detailed issues to private messages.
Deleting criticism
Removing genuine complaints usually makes things worse. Spam and abuse are different and should be removed.
No escalation plan
Without clear rules for what goes to your team, urgent issues can slip through.
Use cases
Who community management helps.
Consumer brands
High volumes of comments and messages need consistent, timely replies.
Businesses running ads
Ad comments are public and influence results, so they need active management.
Hospitality and retail
Booking questions, opening times and product queries need fast answers.
Service businesses
Enquiries arrive by message as often as by email or phone.
Growing brands
As your audience grows, conversations quickly outgrow ad-hoc replies.
How we measure it
What success looks like.
- 01
Response time
How quickly comments and messages are answered.
- 02
Response rate
The share of conversations that receive a reply.
- 03
Sentiment
The overall tone of conversations about your brand.
- 04
Enquiries generated
Leads and bookings that start in social conversations.
How we work with you
Clear rules, no surprises.
Agreed response times
We agree target response times for each channel and report against them every month.
Escalation routes
Urgent, sensitive or legal issues go straight to named people in your team.
Approved answers
Common questions get approved answers, so information is always accurate.
Shared visibility
You can see conversations and replies at any time through the tools we use.
Regular reviews
We review guidelines regularly as your products, policies and audience change.
Free growth strategy call
See where your next customers will come from.
- A review of your search and AI visibility
- Your biggest quick wins, ranked by impact
- A clear, prioritised plan with no obligation
White-hat methods onlyMonthly reporting you can readNo long lock-in contracts
FAQ
Questions, answered.
What hours do you cover?
We agree coverage hours that match your audience and business, typically UK working hours with optional extended cover.
How do you handle complaints?
We follow agreed guidelines and escalate sensitive issues to your team quickly.
Can you respond to reviews too?
Yes, including Google and Facebook reviews.
Will replies sound like us?
Yes. We build tone-of-voice guidelines and approved responses with you.
Which platforms do you cover?
Usually Facebook, Instagram, LinkedIn and TikTok, plus Google reviews. We agree the channels during onboarding.
Do you reply to every comment?
We reply to comments that need or benefit from a response, and like or acknowledge others. Spam and abuse are hidden or reported.
Can you manage comments on our ads?
Yes. Ad comments are public and can affect performance, so we monitor and respond to them too.
What tools do you use?
We use the platforms’ own tools or a social media management platform, depending on your setup.
How do you learn our products?
Through onboarding sessions, documents and an agreed list of common questions and approved answers.
Will you hide negative comments?
No. We only hide spam, abuse and personal information. Genuine criticism gets a helpful reply.
Do you report on what people say?
Yes. Monthly reports include common questions, complaints and feedback themes, not just response statistics.
Can you pass leads to our sales team?
Yes. We can forward enquiries to the right person or system, so no lead is lost.
How quickly can you start?
Usually within a couple of weeks of onboarding, once guidelines and access are in place.
Do you need admin access?
We need enough access to read and reply on each platform. We use the minimum permissions required.
Can you work alongside our customer service team?
Yes. We can handle first responses and pass detailed cases to your customer service team.
Is community management included in content creation?
No. It is a separate service, though many clients combine both.
Can community management improve our ad results?
It can. Ads with active, positive comment sections tend to look more trustworthy, and quick answers to questions on ads can turn interest into clicks and sales.
Do you handle crisis situations?
We follow an agreed crisis plan: pausing scheduled posts if needed, alerting your team immediately and only responding publicly with approved statements.
Can you reply in Welsh?
We reply in English. Where customers write in Welsh, we can flag messages for a Welsh-speaking member of your team or use approved Welsh responses you provide.
How do you deal with spam and abusive comments?
Spam, scams and abusive comments are hidden or reported in line with platform rules and your guidelines, and serious issues are flagged to your team.
Can you track sentiment over time?
Yes. We record whether conversations are positive, neutral or negative and show how this changes month by month.
What if someone asks something we have not covered?
We hold the reply, check with your team and add the answer to the approved list, so we can respond quickly next time.
Let’s talk
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