Social Media Support and Community Management on the Platforms Your Audience Uses
On-brand community management and social CX, delivered at speed.
We manage inbound comments, DMs, mentions, and reviews across your social channels using enterprise social management and monitoring platforms — responding on-brand, on-policy, and within your SLA targets. Our team works inside Hootsuite, Sprout Social, or Sprinklr so your social interactions, escalations, and reporting all live in one place. Customers cannot tell they are speaking to an outsourced team — that is the standard we hold ourselves to.
Technical Stack & Capabilities
We manage social channels through Hootsuite, Sprout Social, Buffer, or Agorapulse, and run enterprise social CX operations in Sprinklr, Khoros, Emplifi, or Zendesk Social.
Brand monitoring and listening uses Brandwatch, Mention, Talkwalker, or Meltwater, with performance reported through Sprout Social Analytics, Socialinsider, and native platform analytics for Meta, LinkedIn, and TikTok. Complex enquiries are escalated directly into Zendesk, Freshdesk, or Intercom as linked tickets, and we cover Facebook, Instagram, X (Twitter), LinkedIn, TikTok, YouTube, and Google Business Reviews.
All responses are drafted from your approved social media policy and brand tone of voice guidelines — nothing goes live outside your messaging framework.
What We Cover
Inbound Comment & DM Management
We monitor and respond to all inbound comments and direct messages across your social channels within your defined first-response SLA. Responses are drafted in your brand voice, reviewed against your policy, and escalated to your internal team when a query requires product, legal, or executive sign-off.
Community Moderation
We manage your community spaces — Facebook Groups, LinkedIn communities, and YouTube comment sections — hiding or flagging content that violates your community guidelines, de-escalating conflict, and fostering positive discussion. Moderation logs are maintained for compliance and reporting.
Brand Monitoring & Sentiment Tracking
Using Brandwatch or Mention, we monitor brand and product mentions across social, news, and review sites — flagging negative sentiment trends, emerging PR issues, and competitor activity. A weekly sentiment report is delivered with actionable recommendations, not just data.
Review Management
We respond to Google Business, Trustpilot, and app store reviews according to your review response framework — thanking positive reviewers authentically and managing negative reviews with a structured resolution process that protects your public rating.
Why The Connect BPO
Responses in Your Voice, Not a Generic Script
All response templates are developed with your marketing or brand team during onboarding and reviewed against real published posts before go-live. Customers cannot tell they are speaking to an outsourced team — that is the standard we hold ourselves to.
Monitoring That Catches Issues Before They Escalate
Brandwatch or Mention alerts are configured for your brand terms, competitor terms, and key product names — monitored during your business hours so emerging issues are flagged to your team in time to respond, not the day after they trend.
Integrated with Your Helpdesk for Complex Issues
Social enquiries that require order, billing, or technical resolution are escalated directly into Zendesk or Freshdesk as tickets — linked to the original social post and assigned to the right team. The customer receives a public acknowledgement and a private resolution channel, handled seamlessly.
How We Deliver Seamless BPO Support
A structured approach designed to deliver reliable support, minimize downtime, and keep your business running smoothly.
Step One
Assess Systems
Dedicated. Accountable. Consistent.
Step One
Assess Systems
Step Two
Design Team & Workflow
Step Three
Go Live with Agreed SLAs
Step Four
Review, Optimise & Report
Data, Analytics & Emerging Technologies
Actionable insights and modern technology solutions for informed decisions.
Application Support & Maintenance
Proactive monitoring and maintenance to ensure software peak performance.
DevOps & Cloud Services
Streamlined development and scalable cloud infrastructure for agility.
How we work
How We Work
Hear from our clients about how our BPO solutions have streamlined their operations and boosted efficiency.
A structured engagement model from first conversation to live operations.
Assess
We review your current operations, volumes, pain points, and service level expectations.
Have questions ?
Answers to the questions we hear most often from businesses evaluating Connect BPO.
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Connect BPO provides reliable, efficient, and scalable solutions to streamline your operations and help your business grow.
Connect BPO brings structured outsourcing expertise, proven technology infrastructure, and the institutional backing of the Kanrich Group. Reach out to discuss your requirements, no obligation.