RATED 5 STARS BY OUR SATISFIED CLIENTS
As a telecommunications company, our fans often reach out to us on socials for support. By responding and engaging with our customers’ enquiries, we have improved their positive customer sentiment score over time. In Q1 2021, they have achieved a positive sentiment...
The community we’ve built is fiercely loyal tothe brand and our fans love engaging with the content. In the last quarter alone, we’ve steadily achieved an average engagement rate of 4.7%*, with nearly 40k engaging comments across all social platforms. *Industry...
Aside from communicating to customers directly, we also adopted an outbound community management strategy, where we identify venues and potential leads to engage with their post. This is done strategically, which are based on a list of highly targeted hashtags and...
FREQUENTLY ASKED QUESTIONS
What is community management?
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?
How does it work?
- 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?
What is the process like?
After onboarding, we’ll take you through 5 easy steps.
- Choose your plan based on how often you want us to check in on your community. You can choose your plan here.
- Fill up our specialised form, tailored to get to know your brand better.
- We will study and analyse your audience to create recommendations and strategies.
- 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.
- Let’s get started!
What does a community manager do?
What is the HEARTS method?
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.
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.
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.
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.
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.
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?
What is the best practice for Facebook response rate and time?
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?
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.