Social Media Customer Care

Social Media Customer Service Management

You’re missing out on significant revenue without a social media customer service program.

A social media customer service program every day of the year.

First and foremost, we understand the importance of customer satisfaction and the impact it has on your brand reputation. That’s why we offer comprehensive social media customer care services. We ensure your customers receive the support they need in a timely and effective manner.

With our expert team of social media specialists, we can help you improve your customer response times, increase satisfaction, and ultimately boost retention rates. Our services include:

  • Social media monitoring: We keep an eye on your social media channels 365 days a year and quickly respond to customer inquiries and comments, ensuring no message goes unanswered.
  • Customer engagement: We engage with your customers in a friendly and professional manner and give personalized responses to build strong relationships with your audience.
  • Social Selling: Your prospects need love, too! We engage with pre-purchase questions on behalf of your brand to help gain their business.
  • Reputation management: We monitor your online reputation and respond to negative comments or reviews to protect your brand image.
  • Crisis management: We are experienced in handling social media crises and will work with you to develop a proactive plan to mitigate any potential damage.
  • Analytics and reporting: We provide detailed analytics and reporting to track your social media customer service performance and identify areas for improvement.
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Create conversations that connect with your social media content


Nurture leads and your communities with conversational content


Provide ‘above & beyond’ CX by focusing on customer needs, wants, interests, and desires

Our team can improve response times by over 3,500%. Yes, really.

Equally important, our social media customer service program ensures you improve customer response times. Our team monitors your social media channels around the clock, and we quickly respond to customer inquiries and comments. This helps ensure that no message goes unanswered and that your customers feel heard and valued.

Additionally, authentic brand conversations are becoming the heart of what counts as a good customer experience (CX). We’ve seen it firsthand, and have even helped million & billion-dollar global brands improve response times on social media by 3,791%!

*The math on that is from more than 20 hours for a response time to under ten minutes! (Read the case study here).

CaseStudy Brother

Acquiring customers is equally important for any business looking to succeed with social media customer service

First of all, your creative agency is tops when it comes to content, but do they know a lick about customer experience (CX) or acquiring new customers through social media? Probably not. And we’re pretty sure your employees don’t work nights, weekends, and holidays. At least we hope not!

However, most social media customer service programs focus on retaining customers. That’s only half the battle. Acquiring customers is equally important for any business looking to succeed in the long term. Sure, it is much more cost-effective to retain existing customers — but why not do both? Providing excellent customer support on social media is an effective way to acquire and retain customers.

By proactively engaging with potential customers and providing exceptional customer experiences, a social media customer service (ahem, care!) program can help you build long-term relationships with your audience and increase your revenue. In fact, companies that engage with their customers on social media see an average increase of 20-40% in revenue.

At B Squared Media, we specialize in social media customer care, and our team is dedicated to helping you achieve your business goals through strategic social media engagement & social selling.

“Provided service with a smile…”

When I look back on this crazy year, I am so incredibly thankful that the B Squared Team has become a part of the Brother family. With their help we have significantly increased response times across several of our top social accounts, truly demonstrating our At Your Side service philosophy. Additionally the one on one personalized engagement has allowed our customers to understand that we are listening and our communities are very important to us. The B Squared team no matter what is thrown their way have provided service with a smile even when people haven't been very nice. Thank you B Squared - You are all truly AWESOME SAUCE!!!!

Kelly Hodrick

Manager, Social Media Strategy at Brother International

Online Customer Care Client

We listen. We care. We solve.

B Squared Media also…

  • Has availability 365 days a year (holidays included).
  • Provides customized response times based on your needs.
  • Offers an entire team for less than the cost of one or two full-time employees.
  • Uses intelligent tools (like artificial intelligence) while keeping humans front center to ensure your biggest assets (customers!) are receiving personalized and empathy-driven conversations on your social media channels.
  • Creates custom triage for customer support requests and complaints.
  • Manages and make iterations to FAQ documentation for your brand, including suggested copy for new or unique situations.
  • Identifies social media conversations around acquisition so we can work together to implement social selling strategies to convert those would-be customers seamlessly while helping answer pre-purchase questions.

Enhance your customer experience, build brand awareness, and drive revenue through strategic social media engagement with B Squared Media’s social media customer care services. Contact our CEO, Brooke Sellas today to learn more and start seeing results! Her advice is priceless, and the consultation is free.

Additionally, if you want to take us for a spin, sign up for our Social Media Mystery Shop, where we’ll shop your brand on social and deliver a report card detailing how your team scored.

Professional Community Management

Can 9-to-5 brands survive in a 24/7 social media world? Not without help. Our team of professional community managers (all humans!) will help your brand engage with your audiences, community, and customers online with authentic conversations based in empathy.

of consumers connect with brands on social media because they are looking for support.
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Having a constant presence to intercept communications in real time is vital to any social media strategy — and we can do it in under 30 minutes. This is important because the first to answer is usually the first to get hired. Social media customer care not only increases your chances of being seen as a customer experience (CX) leader, it’s also one of the only services that helps your company both acquire and retain customers.

Social Listening Services

Consumers are composing epic ballads for companies looking to target them — if those companies are listening. This data, what we call ‘social media intelligence’, is available to you on social channels and across the web. Most people just don’t know where to look.

By partnering with B Squared Media for our Social Media Customer Care services (which includes social media listening) our team will monitor the social web for conversations that will unveil social intelligence around the risks and opportunities of your brand’s…

  • Industry
  • Brand (including stakeholders, products/services)
  • Competitors
Social Listening
Social Listening

Our social media listening services use state-of-the-art tools to help you manage the digital touchpoints along the digital customer journey your would-be and current customers take on the path to purchase.

Once identified, we’ll use the social intelligence we’ve gathered to provide your business with valuable customer support, brand sentiment, and anecdotal insights that will help you make better data-driven decisions for almost any department under your roof.

B Squared Media is trusted by global brands and small businesses alike. And our partners love having a dedicated team that provides an extension to their own marketing and support teams, but also one that provides the social intelligence needed to meet the growing demands of their prospects and customers on social media.

Online Review Management

Take control of what people say about your brand online. We like being ‘Negative Nancy’s’ — because negative reviews are one of the biggest places to find a catalyst for change.

How you handle these critiques can result more revenue or turn away potential customers. Finding and responding to reviews quickly is critical in today’s online world.

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With B squared Media’s review management services, our social media experts will monitor, manage, and respond to your online commentary so you can stay focused on your business. With this service, you’ll improve your brand’s reputation.

B Squared Media is the premier social media customer service partner in the USA.

We know how important it is to use social media to connect → converse → convert with new and returning customers. We believe in our tagline Think Conversation,Not Campaign™ so much, our CEO wrote a book on it called Conversations That Connect!

As a result, plus our 15+ years working deep in social media, we’ve developed a formula that operationalizes social media customer service and care. We’ve implemented these processes with marketing, social media, CX and support teams across several industries, for million and billion-dollar brands.

Read the First Chapter Free!

Want to try before you buy? Sign up to get the Introduction and Chapter 1 of the book delivered for free!

ConversationsThatConnectBook Hardcover

Book a free 30-minute conversation with our CEO, Brooke Sellas, to hear more about our success stories and how we can help your company embrace social media customer care.