Social media customer service that answers every comment and message, 24/7.

Social media customer service means helping customers through social media platforms like Facebook, Instagram, X (formerly Twitter), and LinkedIn. It includes replying to comments and private messages, answering questions, handling complaints, and passing serious issues to the right person. The goal is to respond quickly, solve problems in public or in private, and keep your brand’s reputation strong.

An outsourced team looks after your social media pages for you, in your business name. They monitor comments, messages, and mentions, reply with your approved information, handle complaints calmly, collect leads, and escalate anything that needs your team. You stay in control of the rules, while they handle the daily replies.

We support customers on Facebook, Instagram, X (formerly Twitter), LinkedIn, and YouTube, including comments, mentions, and private messages. If your customers also reach you on other messaging apps, tell us during setup and we’ll check how to include them.

As fast as possible. Many customers expect a reply within an hour, and a slow reply can look like you don’t care, especially when others can see the comment. With 24/7 social media support, comments and messages get answered quickly, even at night and on weekends.

Yes. Our team covers your social media pages 24 hours a day, 7 days a week, including weekends and holidays. That matters most during launches, sales, and busy campaigns, when comments and DMs can arrive by the hundreds.

We follow five simple steps:

1. Reply quickly and politely in public, so others see you care.
2. Acknowledge the problem without arguing.
3. Move personal details to private messages, never asking for them in public.
4. Solve it or pass it to your team, following your rules.
5. Follow up until the customer is satisfied.

No. Honest complaints are never deleted to make your page look better. They get a calm, helpful reply, because people trust businesses that handle problems openly. We only hide or remove spam, abuse, scams, and comments that break your page rules, following the guidelines you set.

Social media moderation means reviewing comments and posts on your pages and acting on anything that breaks your rules, such as spam, offensive language, scam links, or abuse. Good moderation keeps your pages clean and welcoming, while still allowing honest feedback and real conversations.

Social media monitoring means watching for comments, tags, and mentions of your business, including posts that don’t tag your page directly. It helps you spot questions, complaints, and opportunities early, so you can respond before a small issue grows.

We never ask customers to share personal, health, account, or payment details in public comments. When a conversation needs private information, we move it to direct messages or another secure channel you choose. This matters most for healthcare, insurance, and finance businesses.

Yes. Many comments and messages are really buying questions, like “Is this available?”, “How much?”, or “Do you ship to my area?” Answering them quickly, sharing the right links, and collecting details from interested people turns more of your followers into customers.

Usually not. We reply in your brand’s name and tone, follow your approved answers and rules, and learn your products and services before we start. To your customers, it simply feels like your own team is replying.

Yes. We answer product, stock, and pricing questions in comments and DMs, share tracking updates, explain shipping times and return policies, and help with refund requests under your policy. For dropshipping stores, honest and quick replies about delivery times help build trust and reduce complaints.

Yes. We answer general questions about services, hours, and locations, and help people request appointments through private messages. Health details are never discussed in public comments. Urgent messages are passed to your staff right away, and anyone describing an emergency is told to call 911. Our team never gives medical advice.

Yes. We answer questions about listings, help people book viewings, and collect buyer and renter details for your agents. For property managers, we respond to tenant messages and pass maintenance requests to your team, keeping personal details private.

Yes. We answer booking and availability questions, help with guest requests, reply to public comments and reviews politely, and pass urgent guest problems to your property or hotel team quickly.

Yes. We answer general questions, explain where and how to get help, share outage or service updates, and move account-specific questions to private channels. Claims, billing, and technical issues are routed to your team with full details.

In healthcare, we support medical practices, medical clinics, healthcare providers, home care services, and health insurance companies. In property and travel, we work with real estate companies, property management firms, Airbnb hosts, hotels and resorts, and travel and hospitality businesses. For local services, we support cleaning companies, auto repair shops, moving and storage companies, and pet services. On the business and online side, we work with finance, logistics, e-commerce, dropshipping, telecommunications, technical support, camera and virtual surveillance, and virtual assistant companies.

No. Social media marketing is about creating posts and campaigns to attract new followers. Social media customer service is about replying to the people who comment, message, or mention you, helping them and protecting your reputation. Many businesses use both, and our Social Media Marketing page explains that service.

The cost depends on how many platforms you use, how many comments and messages you get, which hours you need covered, and how complex the questions are. Some businesses need full 24/7 coverage, while others only need help during busy hours or campaigns. The easiest way to find out what fits you is to start the 7-day free trial or contact us for a clear quote.