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Mitigate your risk online
Extend your customer service capabilities
30 min response time
Real community managers in Sydney
End of shift reports
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 30 community managers in our dedicated social media command centre.
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, Brandwatch, Meltwater and more.
Level 1
monitor only
flag interactions requiring attention
hide/delete per social media policy
Level 2
monitor outlets
respond to interactions based on FAQs/knowledge database
hide/delete per social media policy
Level 3
monitor outlets
respond to interactions with free-form responses (based on training)
hide/delete per social media policy
A key benefit to utilising our social media monitoring service (Burrow) is risk mitigation. Central to this is our commitment to understanding the context around the brand at all times.
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.
Experienced community managers
24/7 monitoring, locally
Phone call alerts from real people
Cost-effective implementation
Minimise your social risk
30 min response time
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.
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.
Does 24/7 monitoring help manage psychosocial risk for my team?
Yes, it can. Since the NSW Code of Practice for psychosocial hazards became enforceable on 1 July 2026, handling hostile or abusive interactions online is a recognised risk for staff managing social channels directly. By having our team absorb that exposure first, day and night, we reduce the direct load on your internal staff while keeping your brand responsive around the clock.
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 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, Brandwatch, Hootsuite, Meltwater and more.
Where does the monitoring occur?
Our team monitor out of our office in Chippendale, Sydney, and are fully trained community managers, working on some of Australia’s (and the world’s) largest brands.
What does social media monitoring cost?
Costs vary depending on your brand’s needs and the level of coverage required. Get in touch and we’ll walk you through pricing for your requirements.
