Social Listening & Response
Social Listening & Response — Catch What's Being Said Before It Escalates
A complaint left unanswered for two days doesn't stay a small problem — it becomes a screenshot. We monitor every mention, comment, and review of your brand, and respond fast enough that most issues never get the chance to spread.
Sample Brand Monitoring Snapshot
Comments Awaiting Reply
31
Avg. Response Time
14h
Sentiment (Last 30 Days)
68%
Unaddressed Negative Reviews
9
Platforms Actively Monitored
2/6
Brand
Watch
Watch
24/7
Monitoring coverage across your brand's active platforms
Social Listening & Response Services
Get a Free Brand Snapshot
Every Brand Gets Mentioned — Most Just Aren't Watching
A one-star review sits unanswered for a week. A frustrated comment on a product post gets buried under newer ones and never gets a reply. None of it looks urgent in the moment — until a customer screenshots the silence and it becomes the story instead of the original complaint.
We set up monitoring across the platforms where your brand actually gets mentioned, and respond in a tone that sounds like your business, not a call center script.
Free brand monitoring snapshot before we quote anything
Instagram, Facebook, X, Google Reviews & more
Custom tone guide so replies sound like your brand
Sensitive complaints escalated before we ever respond
Works in Hindi + English, matching how your customers write
No lock-in contracts — cancel or pause anytime
Signs Your Brand Needs Watching
Does This Sound Like Your Social Presence?
Most reputation problems don't start as crises — they start as a comment nobody replied to. These are the most common warning signs we see.
Comments sit unanswered for days
Nobody is checking regularly, so questions and complaints just pile up unaddressed.
A bad review has been sitting unanswered for weeks
Prospective customers read reviews before they read your homepage — and see silence as confirmation.
You find out about complaints from a customer calling in
The complaint was already public online for hours or days before anyone at the company knew.
One person handles social replies alongside five other jobs
Response quality and speed depend entirely on how busy that one person is that day.
A minor complaint has gone viral before
Slow or defensive responses turned a fixable issue into a much bigger, public one.
You don't actually know what people are saying about you
Mentions on smaller platforms, forums, or review sites go completely unnoticed.
What's Included
Our Social Listening & Response Services
Every engagement starts with mapping where your brand actually gets talked about, then builds monitoring and response around that.
Brand Mention Monitoring
Tracking every mention of your brand, products, and key people across social platforms and the wider web.
- Social platform & hashtag monitoring
- Review site & forum tracking
- Real-time mention alerts
Comment & DM Response
Timely, on-brand replies to comments and direct messages across every platform you're active on.
- Same-business-day response targets
- Custom tone & brand voice guide
- FAQ & common-query response library
Review Management
Responding to Google, marketplace, and app store reviews — both the good ones and the ones that need care.
- Review response across all platforms
- Negative review de-escalation
- Review volume & rating trend tracking
Crisis & Escalation Management
A clear escalation path for sensitive complaints, with your team looped in before any public response goes out.
- Escalation protocol & sensitivity flagging
- Pre-approved crisis response templates
- Priority monitoring during active issues
Sentiment & Trend Tracking
Understanding whether conversation about your brand is trending positive or negative, and why.
- Sentiment scoring over time
- Recurring complaint theme tracking
- Competitor & industry mention comparison
Monthly Reputation Reporting
A clear monthly summary of mentions handled, sentiment shifts, and any issues that needed escalation.
- Response time & volume reporting
- Sentiment trend summaries
- Recommendations based on recurring feedback
How We Handle Your Brand's Voice
The Principles Behind Every Response We Send
The same three principles apply whether we're replying to a friendly comment or defusing a genuine complaint.
Sounds Like Your Brand, Not a Script
Every account gets a tone guide built from how your team actually talks to customers, not a generic canned-response template.
Sensitive Issues Go to You First
Complaints that could escalate publicly are flagged to your team before any public response is sent — never handled on autopilot.
Speed Is the Whole Point
A fast, honest response to a small complaint prevents most of the public escalations we see happen elsewhere.
Our Process
How We Set Up Listening & Response for Your Brand
A structured rollout so monitoring and responses are consistent from day one, not improvised.
1
Brand Monitoring Snapshot
We map where your brand is actively mentioned and review current response times and sentiment.
2
Tone Guide & Escalation Rules
We build a tone guide from your team's existing voice, and agree on what gets escalated versus answered directly.
3
Monitoring Setup
Alerts and tracking are configured across every platform where your brand is actually mentioned.
4
Ongoing Response & Monitoring
Comments, DMs, and reviews are handled on schedule, with sensitive issues escalated immediately.
5
Monthly Reporting
A clear report each month on volume, response times, and sentiment trends — no guessing what's being handled.
Not sure what's already being said about your brand?
Get a free brand monitoring snapshot — we'll show you what's out there and how fast it's currently being answered.
24/7
Monitoring Coverage
across your brand's active platforms
Same-Day
Standard Response Target
for comments & reviews
8+
States Served
brands monitored remotely across India
8+
Years in Digital Marketing
managing brand presence for Indian businesses
Common Questions
Social Listening & Response FAQs
Straight answers to the questions we get asked most before a reputation management engagement.
Which platforms do you monitor for brand mentions?
Coverage is configured to your brand's presence, typically including Instagram, Facebook, X, Google Reviews, and relevant review or forum sites where your customers are actually active.
How fast do you respond to comments and messages?
Standard response targets are same-business-day for comments and reviews, with faster response windows available for accounts on a crisis-monitoring plan.
Do you respond as our brand, or just flag things for us to answer?
Both models are available. Routine comments and reviews can be answered directly using a tone guide we build with you, while sensitive complaints are escalated to your team before any public response goes out.
Can you help if we're already dealing with a negative review pile-up or a PR issue?
Yes. We can start with a reputation audit and an active response plan for existing negative reviews and mentions, rather than only monitoring going forward.
Do you track competitor mentions as well as our own?
Yes, competitor and industry mention tracking can be added to a listening plan so you see shifts in sentiment and market conversation, not just what's said about your own brand.
Free Brand Snapshot
Find Out What's Already Being Said About You
Share your social profiles and we'll send back a free mention and sentiment snapshot within 24 hours.