Offernet

With Offernet’s Social Media Community Response Management service, clients can expect a comprehensive and proactive approach to managing their social media presence and engaging with customers. Our team of experts provides round-the-clock monitoring and management of comments, complaints and content to ensure a positive customer experience, to protect the business’s online reputation, and to help avoid Facebook policy violations. Additionally, Offernet’s team will help businesses to improve their social media engagement and enhance their social media presence and customer relationship management.

Service Features

Monitoring

Our team regularly monitors clients' social media profiles to identify and respond to comments, complaints, and other interactions.

Responding

Continuous submission of takedown requests on trademark violators to protect the client's intellectual property.

Complaint handling

If a customer complaint is identified, the team redirects the customer to a private chat with a designated support agent to handle the complaint discreetly and efficiently.

Spam and inappropriate content removal

Our team monitors and removes spam comments and blocks frequent violators, as well as to remove any socially unacceptable content like racist language, swearing, or bullying.

Providing Advice

Our team efficiently answers frequently asked questions and provides clients and social media users with more information and informative links.

Policy violations management

Offernet will advise and test which content can and cannot be posted to Facebook and Instagram, resulting in fewer policy violations and clients' profile not being deleted from social platforms.

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Benefits

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Hiring and training a team of social media experts can be expensive. By using Offernet's service, you can access a team of trained professionals without the cost of recruiting and training your team.

Social media never sleeps, and neither does Offernet's team. With our 24/7 coverage, you can be sure that your social media profiles are being monitored and managed around the clock, which is only possible if you have your team.

Offernet's team specialises in expertly managing social media communities, efficiently handling comments, complaints, and inappropriate content. Hiring your own team may not offer the same level of expertise in this area.

As your business grows, your social media presence will also grow. With Offernet's service, you can scale up or down your coverage as needed without the added burden of hiring and training additional staff.

Offernet's service is flexible and can be customised to meet the specific needs of your business. This allows you to have more control over how your social media presence is managed, and it allows you to focus on other essential aspects of your business.

Offernet will maintain an SLA (service level agreement) that specifies our team's minimum response time to your customer queries, helping us manage customers' expectations.

We constantly update Offernet's teams on the latest trends and best practices in social media community management, ensuring that our clients have access to the most current knowledge and experience.

Managing a business can be demanding, so making the most of your time is essential. Offernet's service can save you the time it would take to manage your social media presence, allowing you to focus on other essential aspects of your business.

Potential Use Cases

FAQ

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We use a combination of manual monitoring and automated tools to monitor comments, complaints, and other interactions on your social media profiles. Our team is trained to identify and respond to comments and complaints promptly and professionally.

We have a service-level agreement to respond to comments and complaints within 1 hour, so you can be sure that your customers receive a prompt and professional response.

If a customer complaint is identified, our team redirects the customer to a private chat with a support agent to handle the complaint discreetly and efficiently. Our support agents are trained to handle complaints professionally and appropriately and to keep you informed of any issues that arise.

We actively monitor and manage your social media profiles to remove spam comments, block frequent violators, and remove any socially unacceptable content such as racist language, swearing, or bullying. We also help our clients avoid Facebook violation notifications by advising them on what content can and cannot be posted on Facebook and Instagram.

Yes, we can customise our service to meet the specific needs of your business, such as the language or geographic location of your target audience. Our team can also respond to comments via your company’s branding and tone.

Yes, our team provides regular reports on the queries and how they were handled, so you can keep track of the performance and how your customers are being handled. These reports provide valuable insights into how the service is working and how your customers are being handled by our team.

You can contact our team via email, phone, or chat to provide support and answer any questions about the service. Our team will be happy to assist you with any questions or concerns.