fbpx

RATED 5 STARS BY OUR SATISFIED CLIENTS

Did you know that poor customer service costs businesses up to $75 billion?

Don’t lose your customers to bad community management. We’re here to help you build a loyal community around your brand by creating meaningful connections with your customers.

79%

Expect a response
within 24 hours

40%

Expect a response
within 1 hour

64%

Want to communicate
on social media

featured in

what our community
managers do?

what our community
managers do

Community managers are real people that keep these online communities and spaces running safely and smoothly. We manage the ins and outs of your forums, groups, pages, and other social media by responding to reviews, comments, and concerns. We strive for healthy and constructive social interactions while driving engagement that aligns with your brand’s strategic goals. We moderate risks and keep your online spaces running without a hitch.

When we represent your brand, we won’t be talking as Sarah, John, or Alison, but as your friendly neighbourhood brand ambassadors. Everything we say will embody your brand’s voice and values.

FREQUENTLY ASKED QUESTIONS

What is community management?
Community management, or CM as we like to abbreviate it, is the process of building, growing and maintaining a genuine online community among your brand and audience through various means of interaction.

It shows how a brand is able to capture opportunities, both online and offline, to engage with their audience.

Community management is what happens before, after and in between your social media publishing. It’s part customer service, part listening to the internet and part being active in discussions that relate to your brand.

Why is it important?
Community management adds value to your business by building brand trust, providing real audience feedback, and increasing conversions and sales. By actively engaging with your customers, you can keep them from bouncing to other competitors.
How does it work?
Community management tasks look like this:

  • Giving support to your customers about your products and services
  • Building genuine relationships between your audience and brand on your social media platforms
  • Gathering feedback and ideas from your community through real interactions
  • Making sure your online platforms are safe from spam and inappropriate content
How much does it cost?

You can customise your plan depending on your account impact and your preferred frequency of checks. Our fees start from $50 per 30-minute check. Check our pricing plans here.

How should I choose my plan?
Choose your community management plan according to your specific business needs. Our plans are based on the frequency, duration, and intensity of checks per week. Frequency is how often we check per week or day, while duration is how long we check for. The intensity is determined by how complex and heavy the comments of your customer base are.
What is the process like?

After onboarding, we’ll take you through 5 easy steps.

  1. Choose your plan based on how often you want us to check in on your community. You can choose your plan here.
  2. Fill up our specialised form, tailored to get to know your brand better.
  3. We will study and analyse your audience to create recommendations and strategies.
  4. By analysing your past responses, we’ll create an in-depth FAQ & a personalized response sheet to aid our community management team. It will cover basic questions to specific and technical questions about your business.
  5. Let’s get started!
What does a community manager do?
A community manager is the bridge between your brand and your audience. They do more than just reply to comments. They are specialists who represent your brand, monitor your platforms, and build relationships with your customers.
What is the HEARTS method?

H: Hear
We monitor and listen to what your community has to say.

No matter what platform or type of community we manage, we always make it a point to check in. We identify and learn all about your community so we can talk to them in their own language. When we engage with your community, we want your customers to feel like they’re talking to a trusted friend.

E: Engage
We have developed the best practices of community management through research and experience.

We use proven inbound community management techniques to support your customers and address their concerns so that they feel a sense of belonging. To take it up a notch and achieve further reach, we’ve also developed unique outbound community management strategies wherein we engage with topics and trends related to your brand or community. By extending the conversation with our fans and followers, we can initiate comments from other people, creating more discussion around your brand. We’ve developed unique outbound strategies which have proven to be effective and successful in acquiring new customers.

A: Acknowledge
When a customer provides feedback, no matter if it’s negative or positive, we make it a point to acknowledge their presence.

We want everyone in your community to feel like their voice matters. Through nurturing all kinds of connections, we’re able to strengthen your community.

R: Review
We review data and analyse insights regularly to determine the success of our community strategy.

Each month, you’ll receive a report to track your engagement performance, fan highlights and suggestions to improve next month’s performance.

T: Trust
By engaging us, we trust that you trust us.

Acting as the voice of your brand, we always put our best selves forward and we are credible with our responses. Prior to starting on your brand, we’ll have known your brand from the inside out. We will work with you closely on getting that tone of voice and image right before we work on anything. It is important for you to trust us and the work we do.

S: Spark
Great community management sparks conversations with your audience.

Each community is unique, which is why we develop unique approaches for different platforms or channels. As we want to be constantly engaging our community, we are always exploring new ways to spark conversations with our audience.

What happens if we run out of comments to respond to?

That’s a great thing! This means all your customer enquiries have been tended to. If we run out of comments to respond to, we’ll do a second check to ensure that every single enquiry has been responded to before we check out.

We can also work with you to implement an outbound strategy, where we reach out to potential customers by engaging with topics and trends related to your brand or community.

Does the Facebook algorithm know how long it takes me to respond to customers?
Yes, they do! Facebook wants businesses to actually help and respond to their customers. On Facebook Business Pages, Facebook tracks and measures the speed and promptness of a page’s responses to their customer messages. This is measured via “response rate”, which is the percentage of new messages that your Page sends an initial response to on the day they’re received and “response time”, which is the average time it takes your Page to send initial responses to new messages in one day. This means that the clock starts ticking when someone sends you a private message until you respond back. However, Facebook doesn’t track the response rate and time for instant replies, away messages, messages people send you when you’re away from your inbox and messages marked as spam or done.
What is the best practice for Facebook response rate and time?
Facebook has a variety of requirements to determine if a Page has a good response time and rate. The gold standard is to strive for the “Very Responsive To Messages” Badge, which shows up under your page’s cover photo. Think of it as a badge of honour! When your customers see that you respond quickly and consistently, it would improve their brand sentiment as it shows the brand is responsible and attentive to their customers.

To achieve this badge, your page must have a response rate of 90% or more, with a response time of less than 15 minutes. When your page has scored the badge, anyone can see it. On another note, if your page doesn’t have the badge, only people who help manage your Page can see the responsiveness info on your Page.

Does responding to Instagram comments increase my organic reach?
We all know that organic reach is on decline and there are many tactics in improving your organic reach. However, responding to your customers is one of the best ways. Whatever your business goals are, they will only be achievable when you’re tapped into your audience’s eyes, minds and hearts. People are more likely to engage with your Instagram content if they know they are going to get a response from you. In fact, Twitter research shows that customers are willing to spend 3-20% more with brands who respond to their tweets.

With a consistent community management strategy in place, we can stay on top of your customers’ comments and mentions across all platforms and improve on engagement over time, which ultimately increases your organic reach. When you win their hearts, you win the algorithm.

so let’s get started?