05 · Communication
Every comment, DM and enquiry answered the same day.
The most expensive thing in small business marketing is an enquiry that sat over a weekend. This is the service that makes sure none of yours do.
What it is
You paid for the enquiry. This is about not wasting it.
A business will happily spend on reach and then let a Saturday morning message sit until Monday afternoon. By then the person has called someone else. The cheapest growth available to most businesses is answering faster.
We monitor the comments, the messages and the enquiries that come through social, and answer them in your voice, on the day. Anything that needs you, or anything sensitive, comes straight to you with the context attached rather than as a screenshot.
In regulated sectors this matters more, not less. Getting the tone wrong in an NDIS conversation costs a lot more than a slow reply, which is why the rules for what we will and will not answer are agreed in writing up front.
Included
What gets handled.
Everything below is part of the work, not an upsell after you have signed. If something is not on this list, ask before you assume it is covered.
- Commentsanswered, not left to sit under the post that earned them.
- Direct messageson every platform we run for you.
- Enquiriescaptured properly so nothing lives only in one inbox.
- A tone guideagreed in writing so replies sound like your business.
- Escalation ruleswhat comes to you immediately, decided up front.
- Difficult conversationshandled calmly, and flagged to you either way.
- Compliance-safe wordingfor sectors where the wrong phrase is a real problem.
- A weekly summaryof what people are actually asking you.
What it deliberately is not
- A call centre. This covers your social and enquiry channels, not your phone line.
- Pretending to be you. Where it matters, people know they are talking to your team.
- Deleting criticism. Real complaints get answered properly and brought to you.
- Comments and DMs, same day
- Enquiries answered in your tone
- Weekends covered
- Anything urgent, escalated
Agreed before anything starts, and it does not quietly grow.
How it runs
How a week runs.
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Setup
The tone guide
How your business talks, what it promises, and the exact words it never uses. Written down, agreed by you.
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Setup
The escalation rules
What we answer, what we hold, and what goes straight to your phone. No guessing on the day.
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Daily
Monitoring
Comments, messages and enquiries across every channel we run, checked through the day rather than once at five.
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Same day
The reply
Answered in your voice, with the information the person actually asked for.
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Weekly
The pattern
What people keep asking is usually a gap in your website or your pricing. You get told what it is.
An enquiry that waits until Monday is not an enquiry any more. It is a customer someone else already served.
Honest fit
Who this actually suits.
We would rather lose the job than take one we cannot do well. If you are on the right-hand list, say so on the call and we will point you somewhere better.
A good fit if
- Messages come in outside business hours and sit there.
- Enquiries live in one person's inbox and nobody else can see them.
- You are in a regulated sector and the wrong reply is a real risk.
- You are already paying for reach that is landing on an unanswered inbox.
Probably not yet if
- You want your phone line answered. That is a different service.
- You want negative comments hidden rather than handled.
- Nobody internally can be reached when something genuinely needs you.
Questions
The things people actually ask.
How do you know what to say?
From the tone guide we write with you during setup, and from escalation rules that say plainly what we answer and what comes to you. Where the answer is not covered, we ask rather than improvise.
What about complaints?
They get answered, calmly and publicly where it is public, and brought to you the same day. Deleting a real complaint turns one unhappy customer into an audience of them.
Does this include our phone and email?
This service covers the channels we run for you: social comments, messages and the enquiries that come through them. If you need the main phone line covered, say so early and we will tell you honestly whether we are the right fit for that.
Start here
How long does a message wait now?
Then this is the fix. Same-day answers in your tone, with anything sensitive coming straight to you.