Social Media Moderation and Community Management
We manage the brand's public voice across comments, direct messages, and communities: answering questions, defusing conflicts, handling provocations, and escalating complex cases per SLA.
Who it is for
- Brands with active social media presence and high comment volume
- Digital and SMM teams operating with limited capacity
- Companies dealing with provocations and online conflicts
Problems it solves
- Comments and messages are handled too slowly
- No consistent tone or response guidelines
- Provocations and conflicts are getting out of hand
What the work covers
How the process works
Guidelines and Tone of Voice
We define the standards, scripts, and escalation rules.
Operational Moderation
We respond per SLA on a 24/7 basis.
Escalation
Complex cases are routed through the escalation path.
Quality Control
We audit responses through QA and report on results.
Channels and platforms
SLA and quality control
Target response times by priority, channel coverage, and escalation rules are documented and monitored.
Analytics and reporting
- Response time
- Response quality
- Topics and sentiment
- Complex cases
What the client gets
- A controlled public brand voice
- Consistent Tone of Voice
- SLA and quality reporting
Related services
Related materials
How to Build a Brand Comment Moderation System
Comments are the brand's public voice. We break down how to build a moderation system: guidelines, Tone of Voice, SLA, escalation, and quality control.
What Is Tone of Voice for Moderators
Tone of Voice turns scattered responses into a unified brand voice. We break down what it consists of and how to implement it across your moderation team.
FAQ
To manage the brand's public voice: answering questions, defusing conflicts, and handling provocations per SLA while maintaining a consistent tone.
Ready to put your brand reputation in order?
We will show how your reputation system works today and propose a plan.