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Customer Support

Social Media Customer Support

Customer care for messages, comments and reviews, with German-, French- and English-speaking teams and clear escalation workflows.

Discuss Your Needs

The conversations we handle

We bring your customer support standards to social channels: answering questions, moderating conversations, resolving issues and routing qualified leads to sales.

Messages & comments

Handle direct messages and public comments using your knowledge base, tone of voice and agreed response guidelines.

Reviews & mentions

Monitor agreed sources through your tools, triage relevant brand mentions and respond to reviews within the agreed scope.

Moderation & complaints

Apply your community rules, handle complaints and flag sensitive conversations for review.

Qualified lead routing

Recognise commercial enquiries, capture the relevant context and pass qualified leads to your sales team.

From public conversation to resolution

Each interaction follows an agreed process, with a clear owner and a record in your customer support systems.

  1. Monitor

    Review messages, comments, reviews and mentions across the sources agreed with your team.

  2. Classify

    Identify the topic, urgency and next owner: support, sales or a specialist team.

  3. Respond

    Reply using approved information and your tone of voice. Replies that need your sign-off follow the agreed approval flow.

  4. Move private

    Move account-specific or sensitive questions to an approved private support channel.

  5. Resolve or escalate

    Resolve within delegated authority or hand the case to support, risk, compliance or PR with its context.

  6. Report

    Record the outcome and recurring issues to inform service reporting and improvements.

Your voice, with clear responsibilities

Before launch, we agree platforms and tool access, coverage hours, response targets and escalation ownership. Scope and SLAs are tailored to your operation.

  • German, French & English

    Multilingual social customer care for businesses serving DACH, France and wider Europe, including FinTech, SaaS, e-commerce and marketplaces.

  • Tone of voice & approvals

    An agreed playbook defines response style, knowledge sources, moderation rules and which replies need your approval.

  • Sensitive cases & crisis escalation

    Potential reputation incidents go to named contacts under your escalation plan. Your authorised teams retain ownership of PR, risk and compliance decisions.

Measure the work that matters

We agree KPI definitions, data access and reporting cadence during setup, then report on the metrics your systems can support.

First-response time
Time to the first meaningful reply, measured against agreed coverage hours and targets.
Resolution time
Time to close service cases, with open issues and handovers visible.
Customer satisfaction
CSAT where feedback collection is available and agreed.
Volumes & backlog
Incoming conversations, completed cases and outstanding work by channel and language.
Topics & sentiment
Recurring questions and complaint themes, with sentiment trends where supported by your tools.
Escalations & lead handovers
Sensitive cases, their owners and the qualified enquiries passed to sales.

Bring social conversations into your support operation

Tell us about your channels, languages and volumes. We will define a practical scope, coverage and reporting model together.

Discuss Your Needs