A comment left for two days is a small, public statement about how much you care. A DM asking whether something is back in stock is a sale that expires. Community work is unglamorous, and it is where a surprising share of the return on your content actually gets collected.
Every growing brand hits the same moment. The founder answered everything personally, then volume outgrew them, and the job drifted to whoever has the app open. Response times stretch. Two people answer the same question differently. A complaint sits visible under a post for three days and does more damage than the original problem. Nobody decided any of this — it is simply what happens when a real job with real revenue attached has no owner and no defined standard.
We check your inboxes three times every weekday during business hours in your time zone, and on Full studio twice a day on Saturdays and Sundays as well. Our target is a first reply within four business hours, and the monthly report shows the actual figure whether we hit it or not. A standard you measure is different from an intention, and it is the only version customers notice.
Before we answer anything we learn the products, the returns policy, what is in stock, what is discontinued and which questions must go to you. That goes into a written brief we keep updated as things change. The failure mode of outsourced community management is a stranger being confidently wrong in public, and the only fix is the unglamorous one: a brief that stays current and a rule that we ask before we guess.
Acknowledge publicly, resolve privately, and come back to close the loop where it is appropriate. Anything involving a refund, a safety concern or an upset regular goes to you the same business day with a suggested reply. A visible, well-handled complaint reassures more people than it worries, because the thread is read by many people who will never post anything themselves.
Every recurring question gets logged and becomes a candidate for next month's content. It is the cheapest research your brand has, and almost nobody uses it systematically. We bring the log to the monthly planning call, and a question that came up ten times usually earns a short video or a carousel of its own.
Posts designed and short videos edited every month from the footage and photos you already shoot, to one consistent look.
A one-week content audit that sets the look, the voice and the recurring formats, then monthly planning that keeps them current.
We will show you what a month of edits from a client's own phone footage looks like before you commit to anything.
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