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24/7 Social Media Monitoring.

Social brand risk
Mitigate your risk online

Customer service
Extend your customer service capabilities

Lightning fast response
30 min response time

Education hat
Real community managers in Sydney

Regular reports
End of shift reports

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Turn on and off as required

We were Australia’s first agency to launch a 24/7 Social Media Monitoring service that is staffed locally. We have a team of over 15 community managers with a dedicated social command centre dubbed ‘The Burrow’.

Our team is capable of monitoring owned social channels, as well as listening and analysing data from conversations on social, web, media and other digital channels. The team are trained on your brand and the social framework within it to ensure each handover is seamless and effective.

We are platform-agnostic, allowing our team to truly become an extension of yours by onboarding your internal and legacy platforms. We work with all the major platforms including Sprinklr, Sprout Social, Social Studio, Falcon Social, Meltwater and more.

We have three levels of servicing:

Level 1 Service

Level 1

  • monitor only
  • flag interactions requiring attention
  • hide/delete per social media policy
Level 2 Service

Level 2

  • monitor outlets
  • respond to interactions based on FAQs/knowledge database
  • hide/delete per social media policy
level 3 Service

Level 3

  • monitor outlets
  • respond to interactions with free-form responses (based on training)
  • hide/delete per social media policy

A key benefit of utilising our 24/7 Social Media Monitoring service is that risk it mitigates. Central to this is our commitment to understanding the context around the brand at all times, and have set up various dashboards in ‘The Burrow’ that pick up news, trends and conversations around your brand in real-time.

The Burrow in Darlinghurst

How does it work?

We have a team of Community Managers who work from our Sydney office around-the-clock to mitigate your brand’s risk online and ensure your brand remains responsive at social media’s peak periods.

Social Monitoring

Let your customers speak to real people

Graduation hat
Experienced community managers

Day & Night Monitoring
24/7 monitoring, locally

Phone
Phone call alerts from real people

Cost Effective Social Monitoring
Cost-effective implementation

Socical risk
Minimise your social risk

Clock
30 min response time

Frequently Asked
Questions

Why is social media monitoring important?

Social media monitoring allows your brand to understand and address social interactions as they happen. We’re able to actively monitor, report on and respond to social mentions made about your brand.

 

What social media monitoring tools do you use?

As a leading social media agency, we work with all major social media marketing platforms including Sprinklr, Sprout Social, Social Studio, Falcon Social, Meltwater and more.

 

Is this an automated service or do you have real people monitoring?

We have a team of Community Managers who work from our Sydney office around-the-clock to mitigate your brand’s risk online and ensure your brand remains responsive at social media’s peak periods.

 

Where does the monitoring occur?

Our team monitor out of our office in Darlinghurst, Sydney, and are fully trained community managers, working on some of Australia’s (and the world’s) largest brands.

 

Are the community managers trained on our social framework?

Of course! Our team is trained on the social platforms you use, your tone of voice, escalation policy, and risk mitigation process and frameworks. We are able to work as an extension of your team, escalating enquiries internally as your internal community managers would.

What does social media monitoring cost?

Costs can vary heavily depending on your brand’s needs. For shared resources, pricing can be as little as $20 per hour monitored. Contact us today and brief us on your requirements.

We’ve worked with some of Australia’s leading brands in managing their community, including:

Bunnings Warehouse
Barnardos Australia
Monash University
Mitsubishi
Mcdonalds
NRMA Insurance
CGU
NRMA

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Let us help you.

Our after hours social media monitoring service gives flexibility to you, the client. Our service level extends from mitigating risk via monitoring for offensive comments through to the capacity to help provide your customers with a 24/7 customer service channel.

Get in touch.

Please use the form to brief us on your project. A member of our team will be in touch within 24 hours. If you prefer, give us a ring on (02) 9339 4500.

Brands we've worked with

australian-goverment
crime-stoppers
monash-university
bunnings-warehouse
sandisk
wd
bose
barnardos-australia