Social Media Support
What is an "interaction"?
An interaction is defined as a response to a comment, direct message, mention, or review across any monitored platform. Multiple exchanges with the same user within a 24-hour period count as a single interaction unless they involve distinct issues.
One-time fees apply to all packages:
- Setup Fee: $39.99
- Onboarding/Training Fee: $99.00
- Platform Connection Fee: $25 per included platforms; $50 per additional platforms
$800
/month
Essential
- Volume: 100 interactions per month
- Rate: $8.00 per interaction
- Additional interaction rate: $10.00 per additional interaction
- Platforms Included: 2 social media platforms of your choice
- Benefits:
- Standard response time (within 4 hours during standard business hours)
- Response Types:
- Answering direct customer inquiries.
- Providing basic product/service information.
- Responding to comments and mentions.
- Escalation:
- Identification of potential escalations.
- Escalation to client-designated contact.
- Reporting: Weekly interaction reports
- Template Responses: Use of pre-approved response templates for common inquiries.
- Additional platform: $50/month per platform
$2,100
/month
Growth
For businesses that have a more active social media presence and require a higher level of engagement and support.
- Volume: 300 interactions per month
- Rate: $7.00 per interaction
- Additional interaction rate: $10.00 per additional interaction
- Platforms Included: 3 social media platforms of your choice
- Benefits:
- Standard response time (within 2 hours during standard business hours)
- Response Types:
- All "Engage" package response types.
- Troubleshooting basic product/service issues.
- Gathering customer feedback.
- Proactive engagement (e.g., participating in relevant conversations).
- Escalation:
- All "Engage" package escalation features.
- Categorization of escalations.
- Sentiment Analysis: Basic sentiment analysis.
- Reporting: Daily interaction reports and monthly sentiment analysis reports.
- Template Responses: Use and refinement of pre-approved response templates
- Additional platform: $50/month per platform
$3,000
/month
Pinnacle
- Volume: 500 interactions per month
- Rate: $6.00 per interaction
- Additional interaction rate: $10.00 per additional interaction
- Platforms Included: 5 social media platforms of your choice
- Benefits:
- Real-time/urgent response handling.
- Response Types:
- All "Connect" package response types.
- Advanced troubleshooting and problem resolution.
- Crisis communication support.
- Community management.
- Escalation:
- All "Connect" package escalation features.
- Prioritized escalation handling.
- Escalation performance analysis.
- Sentiment Analysis: Advanced sentiment analysis with trend identification.
- Reporting: Real-time dashboards and customizable reports.
- Template Responses: Development of new response templates as needed.
- Additional platform: $50/month per platform
Additional Options for Contact Center Packages
- Extended Hours Coverage: Add 40% to package price
- Priority Response: Upgrade response time by one tier for $300/month
- Dedicated Agent Assignment: Add $400/month for consistent team members
- Multi-Language Support: Haitian Creole is included in every package, with optional Spanish routing available for an additional $50 per month.
We offer flexible solutions that may include: Extended Hours Coverage (Sundays only), Priority Response Guarantees, Advanced Reporting tailored to your metrics, and Dedicated Agent(s) for personalized service. Our packages can often be bundled at discounted rates to help you maximize value.
Please be advised that we are closed on Saturdays in observance of the Sabbath. Extended Hours availability is limited, subject to capacity, and requires advance scheduling.