Social Media Management
Community management, response handling, sentiment monitoring.
Customers don't separate support from social. They post a complaint, DM your brand, and tag you in a thread — often before they call. AiCX's social media management practice handles community management, response handling, escalation, and sentiment monitoring across the major social platforms 24/7.
We provide the operational layer between your brand/marketing team and the customer in real time. Our agents are trained on your brand voice, your community guidelines, and your escalation matrix — and they work within your social tools (Sprinklr, Khoros, Sprout Social, Hootsuite, Brandwatch) so your team has full visibility and control.
Where regulation or risk demands it (FS, healthcare, regulated brands), every public response goes through brand-safe approval workflows. Where speed matters (consumer brands at scale), we operate within pre-approved response libraries and brand voice models.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your social media management program.
Brand-safe response
Approval workflows, response libraries, and certified agents keep your brand on tone, every time.
True 24/7 community management
Six global regions cover overnight, weekend, and holiday windows that your in-house team can't.
Crisis response playbooks
Pre-built escalation playbooks with named senior leaders activate within minutes.
Sentiment & topic intelligence
Daily and weekly insight reports turn social signal into product, marketing, and CX action.
Influencer and creator support
Dedicated workflows for VIP, influencer, and creator engagement.
Native to your social tools
We work in Sprinklr, Khoros, Sprout, Hootsuite, Brandwatch, and Talkwalker — not a parallel system.
Everything you need on day one — built in.
A social media management program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- 24/7 community management across all major platforms
- Public response handling (X, Facebook, Instagram, LinkedIn, TikTok, YouTube, Reddit)
- Direct message handling with omnichannel context
- Comment moderation and content guidelines enforcement
- Crisis monitoring and rapid-response activation
- Sentiment analysis and topic clustering
- Influencer and VIP engagement workflows
- Brand-voice approval workflows for regulated industries
- Escalation to legal, PR, exec, and product as defined
- Daily and weekly social insights reporting
- Campaign launch support (AMA, product launch, event)
- Multilingual social coverage in 50+ languages
How teams put social media management to work.
24/7 community for a CPG brand
Took over a 2.4M-follower community across six platforms; lifted positive sentiment 16% and cut response time from 4 hrs to 9 min.
Outage response automation
Stood up a real-time outage response playbook that handles 90% of outage-related social spikes without manual intervention.
Regulated social with full approval
Implemented a compliance-approved response library that delivered 12-min response time while staying inside FINRA approval requirements.
Common questions about Social Media Management.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
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Ready to deploy Social Media Management?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.