Community management that responds.
not just moderates.

Social media community management is the practice of actively engaging with your audience across every social platform — responding to DMs, moderating comments, handling customer service questions, managing reviews and feedback, escalating complaints to the right internal team, and building ongoing conversations with followers. Unlike content creation (what you post) or scheduling (when you post), community management is the two-way layer: everything that happens after someone sees your content and responds. Done well, it builds loyalty, surfaces customer intelligence, and prevents small issues from becoming public crises. Done badly, it damages the brand quietly.

Community management costs in India scale with volume (DMs/comments per day), platform count, and response time commitments. Basic community management for small brands (1-2 platforms, ≤50 interactions/day, business-hours response): ₹20,000-₹60,000/month. Standard mid-market community management (3-4 platforms, 50-200 interactions/day, extended hours): ₹60,000-₹2,00,000/month. Enterprise or crisis-sensitive community management (4+ platforms, 200+ interactions/day, 24/7 coverage, dedicated manager): ₹2,00,000-₹10,00,000+/month. Multi-language coverage (English + Hindi + Hinglish + regional) adds 25-50% because it requires native-speaker managers. One-off escalation SOP setup: ₹30,000-₹1,50,000.

Response time commitments scale with engagement tier. Standard business-hours engagements (Monday-Saturday, 10am-7pm IST): median response within 2-4 hours, maximum 24 hours. Extended-hours engagements (7 days/week, 8am-10pm IST): median response within 1-2 hours. 24/7 engagements with multi-shift coverage: median response within 30-60 minutes. For time-sensitive categories (healthcare, financial services, e-commerce support, food delivery), faster response SLAs are built into the SOP from day one. For crisis moments (viral complaints, public backlash, sensitive news cycles), we commit to under-30-minute response with executive escalation. Honest note: faster response tiers require larger teams, which costs proportionally more — we're transparent about which SLA your budget actually supports.

Yes — multi-language community management is one of the most important differentiators for Indian brands with diverse audiences. English-only responses to Hindi/Hinglish/regional queries feel distant and cost brand loyalty. Our standard coverage includes English, Hindi, and Hinglish; regional language coverage (Marathi, Tamil, Telugu, Bengali, Gujarati, Punjabi, Kannada) is available on tier-two engagements with native-speaker community managers. We don't use auto-translation — responses are drafted in the language they're received in, with cultural context (not literal translation). For brands with heavily regional audiences (fashion in Mumbai, food in Chennai, wellness in Bengaluru, political engagement in UP), language-matched responses measurably improve engagement rates and resolution speed.

With honesty, speed, and clear escalation paths. For legitimate complaints (service failures, product issues, delivery delays): acknowledge publicly, take the conversation offline into DM, resolve with the operations team, close the loop publicly when resolved. For misinformation or misunderstanding: factual correction with sources, respectful tone, no defensive posture. For trolling or coordinated attacks: documented identification, no public engagement that feeds the fire, platform-reported where it violates policies. For crisis-level issues (viral complaints threatening brand reputation): executive escalation within 30 minutes, consistent public messaging, honest acknowledgement of what happened and what's being done. What we don't do: delete legitimate negative comments to hide them (destroys trust when discovered), argue with critics publicly (never wins), or make promises operations can't deliver (creates worse crises).

Clear escalation SOPs built at engagement start. For customer service issues: tagged in your CRM or ticketing system (Zoho, Freshdesk, HubSpot, Zendesk) with context and conversation thread, with SLAs for your internal team to resolve. For sales leads from DMs: forwarded to your sales team with lead context, source, and recommended follow-up. For legal, compliance, or crisis issues: immediate escalation to designated executive contact with documentation. For bugs, product issues, or technical complaints: logged with product team with reproduction steps. For media or journalist inquiries: escalated to PR/comms team within 30 minutes. The whole system is documented in an escalation SOP agreed with you upfront — nothing falls through gaps because every issue type has a predetermined path.