Community management services
Community management is answering and moderating the people who talk to your brand on social media. Adwortise replies to comments, messages and reviews under agreed guidelines and passes complaints and sales enquiries to the right person.
- Comments, messages and reviews answered under written rules
- Complaints and sales leads passed to a named contact
- Spam and abuse moderated according to your limits
Prefer to talk? Call +44 7418 353079
- Free auditbefore any commitment
- Monthlycontent calendar for your approval
- Monthlyreport on reach, engagement and enquiries
- 1 managerdedicated to your account
Explained
What is community management?
Community management is the daily handling of conversations around a brand: comments on posts, direct messages, mentions and reviews. It makes sure that people who write to you receive a clear and timely answer.
It differs from social media management, which plans and publishes content. Community management responds to the audience, and the two are often used together through social media management.
Inbox triage example
- Product questionAnswered
- Sales enquiryEscalated
- Spam commentHidden
- ComplaintAwaiting reply
- ReviewReply drafted
What you get
What does community management include?
- Comment replies
- Answers to questions and thanks to positive comments, written in your brand voice.
- Direct messages
- Responses to messages and routing of enquiries to the right person.
- Review replies
- Responses to public reviews, including polite replies to criticism.
- Moderation
- Hiding or reporting spam, abuse and off-topic posts according to written rules.
- Monitoring
- Checks on mentions and tags so that nothing addressed to you goes unseen.
Platform rules
What are response guidelines?
- Voice. How the brand sounds, with examples of approved replies.
- Response time. The target time to reply during agreed hours.
- What not to say. Topics that need approval first, such as refunds, medical or legal claims.
- Moderation limits. What is hidden, what is reported and what is left visible.
Request a free social media reviewNo obligation. We reply by email.
Process
How are complaints and sales enquiries escalated?
- Identify We tag each message as a question, complaint, sales enquiry or spam.
- Reply We send a first reply that acknowledges the person and states the next step.
- Escalate We pass complaints and sales leads to the named contact by email with the full conversation.
- Follow up We confirm that the matter was resolved and record it in the monthly report.
Request a free social media reviewNo obligation. We reply by email.
Pricing
How much does community management cost?
This service is quoted after a free audit, because the price depends on the scope of work. The price depends on the number of platforms, the message volume and the hours of coverage needed.
Frequently asked questions
Should I reply to negative comments?
Yes, in most cases. A calm public reply that offers to resolve the issue privately shows other readers how you treat customers. Abusive or spam comments can be hidden under your rules.
How fast should a brand reply on social media?
Set a target and keep to it. Many businesses aim to reply within one working day, and faster for urgent messages. We agree the target with you in writing.
Can you handle reviews as well as comments?
Yes. We draft and post replies to public reviews on the platforms you give us access to, following your guidelines.
What happens with a sales enquiry in a message?
We reply with a first answer and send the lead to your named contact with the conversation attached, so no enquiry waits unseen.