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Social Listening & Response

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Social Listening & Response

Know What's
Being Said
About Your Brand

We monitor your brand mentions, manage your community and respond to comments, messages and reviews — so important conversations about your business are never missed and never go unanswered.

Get Free Brand Audit Our Services
Responses within 4 hours during business hours (Mon–Sat)
Consistent brand voice maintained across all responses
Weekly sentiment & engagement summary reports
Honest — we cannot remove negative reviews, only respond well
Brand Monitoring
Live
@rahul_lucknow 2m ago
Just used their service, absolutely brilliant experience!
Positive
Priya S. — Google 18m ago
Delivered late and no one responded to my message...
Negative
Amit Kumar 45m ago
What are your working hours on Saturday?
Enquiry
@sunita_agra 1h ago
Has anyone used Maxwell Infotech? Worth it?
Mention
24
Mentions Today
78%
Positive
3h
Avg. Response
< 4h
Response target
What We Monitor
Brand Mentions
Comments & DMs
Google Reviews
Hashtags
Competitor Mentions
Industry Keywords
What Social Listening Is
More Than
Checking
Notifications

Most businesses only see what happens on their own accounts — comments on their posts, direct messages to their page. Social listening goes further.

It involves actively monitoring the broader web for mentions of your brand name, products and related keywords — including conversations where your account isn't tagged, reviews on Google or other platforms, and competitor discussions relevant to your industry.

Paired with prompt, professional responses, social listening turns passive brand monitoring into active reputation management — ensuring no important conversation is missed and no question goes unanswered.

Coverage & Response Commitment
Monitoring Days Mon – Sat
Monitoring Hours 10:00 AM – 7:00 PM
Target Response Time Within 4 hours (business hours)
Outside Business Hours Next working day
Urgent / Crisis Mentions Escalated per agreed protocol
Platforms Covered Agreed platforms only
Reporting Frequency Weekly summary + Monthly report

Honest note: We do not provide 24/7 monitoring unless specifically discussed and agreed. Sunday monitoring and after-hours coverage can be arranged with a separate agreement. We set this expectation clearly — not after you've signed up.

What We Do
Listening &
Response Services

Five core services that keep your brand conversations managed, your reputation protected and your community engaged — consistently.

01
Brand Mention MonitoringCore

We monitor agreed platforms daily for mentions of your brand name, products, services and relevant keywords — both tagged mentions (where your account is directly mentioned) and untagged mentions (conversations about your brand where you aren't tagged). You receive a weekly summary of what's being said, where and by whom.

Instagram Mention Tracking Facebook Brand Monitoring LinkedIn Mention Alerts Twitter/X Keyword Monitoring Google Alerts Setup Hashtag Monitoring Weekly Mention Summary
02
Comment & DM ManagementEngagement

We monitor and respond to comments on your posts and direct messages across agreed platforms — in your brand's tone of voice, within agreed response time targets. Comments are categorised (enquiry, compliment, complaint, spam) and handled with appropriate, pre-approved response frameworks. All responses are in line with guidelines agreed during onboarding.

Instagram Comment Responses Facebook Post Comments DM / Message Inbox Management Brand Voice Maintenance Enquiry Routing to Your Team Spam & Troll Management
03
Review Monitoring & ResponseReputation

Google reviews, Facebook recommendations and platform ratings are monitored and responded to — positive reviews acknowledged with genuine gratitude, negative reviews addressed professionally and constructively. We cannot remove negative reviews, but a well-handled response is demonstrably more powerful for brand perception than leaving negative feedback unaddressed.

Google Business Review Responses Facebook Recommendations Positive Review Acknowledgement Negative Review Management Professional Dispute Handling Monthly Review Summary
04
Competitor MonitoringIntelligence

We track what your top competitors are posting, what their audience is saying about them and what conversations are happening in your industry — providing weekly intelligence that informs your content strategy and identifies emerging opportunities or issues before they affect your own brand.

Competitor Post Tracking Competitor Mention Monitoring Industry Trend Identification Competitor Audience Sentiment Weekly Competitive Summary
05
Sentiment Analysis & ReportingInsight

Monthly reports categorise brand sentiment — positive, neutral and negative — across monitored platforms, highlighting trends, peak conversation periods, most-discussed topics and the most impactful individual mentions. Sentiment analysis at our level is manual and context-aware, not automated scoring — ensuring accurate classification rather than algorithm-misread tone.

Monthly Sentiment Report Positive / Neutral / Negative Categorisation Trending Topics Identification Peak Conversation Periods Crisis Early Warning Indicators Actionable Recommendations
How We Respond
Different Mentions,
Different Responses

Not all brand mentions are the same. We handle each type with a response approach matched to the situation.

Positive Mentions
Acknowledge & Amplify
Positive reviews, compliments and recommendations are responded to with genuine, personalised acknowledgement — not copy-paste thank-yous. We encourage further engagement and, where appropriate, invite sharing.
5-star Google reviews
Complimentary Instagram comments
Customer success stories / tags
Positive word-of-mouth mentions
Neutral / Enquiry
Inform & Direct
Questions about products, services, pricing, hours and availability are answered promptly and helpfully — directing enquiries to the right channel (WhatsApp, call, website) based on the nature of the query.
Pricing and availability questions
Working hours and location enquiries
General service information requests
Brand mention without sentiment
Negative Mentions
Respond & Resolve
Complaints and negative reviews are acknowledged professionally, without defensiveness. We follow a structured response framework — validating the concern, taking responsibility where appropriate and directing to a private resolution channel. Escalated to your team when needed.
Negative Google / Facebook reviews
Complaint comments on posts
Unresolved service complaints
Crisis or reputation-risk mentions
How We Work
Our Monitoring
Process

A structured daily and monthly process that ensures consistent, professional management of your brand's online conversations.

01
Onboarding & Setup
We establish monitored keywords and phrases, document your brand voice guidelines and preferred response tone, set up alert systems across agreed platforms and agree on escalation protocols for negative or crisis mentions requiring your direct involvement.
One-time setup (Week 1)
02
Daily Monitoring Check
Every business day, we systematically check all agreed platforms — comments, DMs, mentions, reviews and keyword alerts. All new mentions are logged and categorised by sentiment and urgency before responses are drafted.
Daily, Mon–Sat
03
Respond & Engage
Responses are drafted in your brand voice and, where agreed, published directly. For sensitive replies — particularly to negative reviews or complaints — draft responses are shared with you for approval before posting. Enquiries requiring specific product or pricing knowledge are escalated to your team.
Within 4 hours of detection (business hours)
04
Weekly Summary Report
Every week, you receive a brief summary covering: total mentions monitored, responses sent, new reviews received, competitor highlights and any emerging topics or concerns that warrant attention. Kept concise and actionable — not a data dump.
Weekly, every Monday
05
Monthly Sentiment Report & Review
A detailed monthly report covers overall brand sentiment trends, most impactful mentions, response rate performance, competitor monitoring highlights and recommendations for the following month — including content angles that could address recurring questions or concerns surfaced through monitoring.
Monthly
88%
of consumers read reviews before buying
What customers say about your brand publicly influences purchasing decisions — often more than your own marketing. Unresponded reviews send a signal of indifference.
Source: BrightLocal Consumer Review Survey
45%
of consumers visit a brand after seeing a response to negative review
Professionally handled negative feedback can actually increase trust — because it demonstrates genuine customer care. Ignoring negative reviews damages perception far more than the review itself.
Source: Moz / ReviewTrackers Research
< 1h
is what most customers expect on social media
Consumer expectations on social media response time have increased significantly. Brands that respond slowly — or not at all — lose enquiries to competitors who respond first.
Source: Sprout Social Index

These are published industry figures used for illustrative context. Individual brand outcomes vary based on industry, audience and response quality. We do not claim these figures as results we deliver.

Why Us
Why Work
With Us

Honest differentiators — and where we are transparent about what this service can and cannot do.

Consistent Brand Voice — Every Response
We invest time at the start to deeply understand how your brand communicates — tone, language, phrases to use and avoid. Every response sounds like you — because inconsistent brand voice across responses is immediately noticed by audiences.
Escalation for Sensitive Situations
We never respond to genuinely sensitive complaints, legal mentions or crisis situations without your knowledge and input. Clear escalation protocols are agreed during onboarding — so you're never surprised by how a difficult situation was handled in your name.
Transparent Reporting — What's Being Said
Weekly and monthly reports show you exactly what's being said about your brand, how we responded and what patterns are emerging. You are never kept in the dark about your own brand's online conversation — including the difficult ones.
Honest About What We Cannot Do
We cannot remove genuine negative reviews. We cannot guarantee specific sentiment scores or response SLAs outside business hours without an explicit agreement. We cannot monitor platforms or keywords beyond the agreed scope. We tell you these limits upfront — not when expectations have already been set incorrectly.
FAQ
Common
Questions

Straightforward answers about social listening and response management.

What exactly is social listening?
Social listening is the process of monitoring social media platforms, review sites and the broader web for mentions of your brand, products, competitors and relevant industry keywords. Unlike simply checking notifications on your own accounts, social listening actively searches for conversations happening about your brand — including when users don't tag your account directly. It gives you a complete picture of what's being said, not just what reaches your notifications.
Can you monitor 24/7?
Our standard service covers Monday to Saturday, 10AM to 7PM. This covers the majority of active social media conversation during Indian business hours. Outside these hours, mentions are monitored and responses are handled on the next working day. If your business requires after-hours or Sunday monitoring — for example, if you serve a large online audience or run time-sensitive campaigns — extended coverage can be arranged and priced separately.
Can you remove negative reviews from Google or social media?
No — and any service claiming to reliably remove genuine negative reviews should be treated with significant caution. Review removal is controlled entirely by the platform. Google, Facebook and other platforms may remove reviews that violate their policies (spam, fake reviews, inappropriate content), but genuine negative feedback cannot be removed by request. What we do — professional, prompt and constructive responses to negative reviews — is consistently shown to be more valuable for brand perception than removal.
Do you respond on our behalf or draft for us to approve?
For standard comments, enquiries and positive reviews, we respond directly using your agreed brand voice — without needing approval for every reply, as this would make response times impractical. For sensitive situations — significant complaints, legal mentions, crisis-level negative feedback or responses requiring specific business information we don't hold — we draft and share for your approval before posting. This balance is agreed and documented during onboarding so there are no surprises.
Which platforms do you monitor?
We monitor the platforms agreed at the start of your service — typically Instagram, Facebook, Google Business (reviews), LinkedIn and Twitter/X. We also set up Google Alerts for brand name keyword monitoring across the broader web. Monitoring WhatsApp Business DMs, YouTube comments or additional platforms can be included based on your business's active presence. We recommend focusing on platforms where your audience actually engages — not every platform equally.
What if there is a brand crisis — a viral negative incident?
During onboarding, we establish a crisis escalation protocol — a clear process defining what constitutes a crisis-level mention, who in your team is immediately notified, what communication channels to use and what our role is versus your role in responding. Crisis management requires your direct involvement; we flag and inform immediately and assist with response strategy, but major reputation events require your team's direct participation in the response.
Start Listening
Know What's Being
Said. Respond Before It's Too Late.

Get a free brand audit — we'll check what's currently being said about your business online and show you what's being missed right now.

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+91 72759 18732
+91 99368 68235
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