Unanswered comments and week-old direct messages are visible to every prospective customer who checks. Community management is unglamorous work with a direct commercial effect: people who get answered convert, and people who watch you answer others trust you more.
What is covered
- Response handling on comments, direct messages and mentions within an agreed window
- A tone and escalation guide, so answers stay consistent and complaints reach you quickly
- Review responses across Google, Facebook and the platforms that matter to your sector
- Spam, troll and crisis handling with a written decision path agreed in advance
- FAQ patterns fed back into your website content, since repeated questions signal a missing page
- Monthly summary of what people actually asked, which is often the most useful marketing research you get
An honest note: many clients keep this in-house because nobody knows the business like they do. In that case I set up the workflow, the templates and the escalation rules, and hand it over.