Social Media Care
Social media care that can pick up the phone
Most social media customer care ends where the comment ends. Someone posts something angry, an agent replies, and if the problem needs a real person with real access, that is where it stops.
Ours does not stop there. A public complaint gets moved to a direct message. If it needs more than that, the agent asks for a callback number and the conversation continues on a call with a subject matter expert who can actually resolve it. That handoff exists because World Connection is a contact center first and a social team second. A social-only vendor cannot do it, because the call has nowhere to go.
The platforms we work, and the software we work in
We staff social with people hired for social: community managers, content creators and designers. Not voice agents answering comments between calls.
Channels
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Facebook, comments and direct messages
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Instagram, comments and direct messages
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TikTok, comments and direct messages
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LinkedIn, comments and direct messages
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YouTube, comments
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Google reviews, App Store and Google Play reviews
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Trustpilot, reviews and direct messages
Software
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Sprinklr for direct message handling
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Brandwatch to manage, monitor and analyze across every channel
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Meta Business Suite, TikTok Studio and Meta Ads Manager, worked natively
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Your own stack, if you already pay for one
That last line is not a hedge. We hire for the platform and train the team on whatever tool you have already bought, because the tool is yours and the expertise is ours. Trello and Slack keep moderators coordinated across shifts, so a conversation picked up at the end of one shift is not restarted at the beginning of the next.
What happens when a complaint goes public
Here is the rule, in plain words, because almost no provider will put one on a page.
Comments inside the approved response set are answered directly, without waiting. Trustpilot reviews are handled this way, because they are predictable and the team knows them.
Comments outside it go to you for approval, with a 24-hour window. Nothing gets posted in your voice on an agent's judgment call.
Moderated communities are different and we treat them differently. The latitude is wider there, because the audience expects a conversational moderator rather than a corporate reply.
Where that line sits is set with you during onboarding. What counts as approved language, who signs off on the rest, and how fast, are your decisions, not ours.
Escalation, and where it ends up
An escalation is a public post that cannot be resolved in public. The path is the same every time.
1
Move it private
The agent takes the conversation out of the public thread and into a direct message.
2
Get a callback number
If the issue needs account access, history or a decision, the agent asks for a number.
3
Hand it to a specialist
A subject matter expert takes it on a call and resolves it properly.
That last step is the one worth asking every other provider about. Not whether they escalate, but what happens after the direct message.
The work that is not comments and messages
Community moderation
For a financial platform we run the whole community rather than only the complaints: beta discussions, product ideas, release updates, welcome threads, discussion forums and article comments. Each category has its own tone and its own rules, and a moderator who treats all six the same is the fastest way to lose a community.
Content operations
We take ownership of the accuracy, structure and effectiveness of the content your customers, your agents and your AI assistants rely on. If your help center, your agent macros and your assistant are answering the same question three different ways, that is the work, and it is usually the reason volume is not falling.
Coverage and staffing
Dedicated Team
Social is a dedicated team, sized to your volume and the systems behind it. It is not voice agents picking up comments between calls.
Coverage Hours
We run whenever you need us, and that can be 24 hours a day, seven days a week. Coverage is a decision about where your customers are, not a limit on our side.
Where the Team Works
Teams are bilingual in English and Spanish. Agents are our employees, working from our own buildings in Boise, Idaho and Guatemala City. Nobody works from home and nobody is shared across clients.
Time to Launch
Quote within 48 hours. Two to four weeks from signature to a live team, and that time is spent hiring for the platform, shadowing your team, and building the approved response set before anyone posts in your voice.
What changed for a telecommunications client
A telecommunications brand handed us comments and direct messages across their social channels, around 600 interactions a month. They kept posting, campaigns and paid social, which is usually the right split. You own the voice. We own the response.
3 days to 2 hrs.
First response time.
On a separate program we have run for a full year, the response rate holds at 95 percent. We do not publish an average response time, because the honest answer depends on the channel and the week, and a number that only holds on a good week is not worth printing.
Built on a contact center, not bolted onto one
Social media care sits inside the same operation that runs our voice and back office programs. The same SOC 2 Type II audited controls, the same PCI DSS and HIPAA handling, the same buildings and the same badge rules.
That matters more than it sounds. The reason a complaint can move from a public comment to a direct message to a call with a specialist is that all three are us. Nothing leaves the building and nothing changes hands between companies.