Interaction management
We handle questions, comments and direct messages with defined response times, so no prospect goes unanswered.
Say Hi to Community
Community Management Services
Our community management team replies, moderates and talks with your audience in your brand’s voice. No prospect goes unanswered, and every message strengthens the relationship.
The service
What our social media community management does for your brand
Publishing is half of the channel. The other half is what happens when people reply.
Community engagement
We start conversations, questions and activities that turn passive followers into people who recommend your brand.
Monitoring and reporting
We track mentions, audience sentiment and recurring topics, and deliver a monthly report on what your community is asking for.
How it gets done
How our community management services work
Everything that happens in your inbox, split into four clear responsibilities.
Replying is part of the channel
Comments, direct messages and mentions from people already talking to you. We set response times and decide which questions are answered in public and which by message.
Replying is part of the channel
Comments, direct messages and mentions from people already talking to you. We set response times and decide which questions are answered in public and which by message.
How your brand sounds when it replies
We build a response guide with your brand’s tone, approved phrases and phrases to avoid, so every reply sounds the same no matter who writes it.
An inbox that stays current
We manage the inbox, moderate comments and flag what your team needs to know: a repeated complaint, a sales opportunity or a question your website does not answer.
What to do when a thread grows
An escalation protocol for negative comments or reputation issues. At month’s end, a report with conversation volume, response time and sentiment.
Community
Your community is also a channel.
Fast replies, a consistent brand voice and a clear report on what people asked for. Each month is measured in conversations.
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Why choose Hiweb as your community management company?
A team that cares for your customer relationships as much as your inbox.
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20+
brands in Mexico and abroad
6+
years of experience
The service
What our community management includes
We look after your community in your brand voice and pass prospects on to sales. Scope and pricing are defined with you.
What you get
- Replies to comments and messages in your brand voice
- Moderation and crisis handling
- Prospects routed to sales through WhatsApp or your CRM
- Monthly conversations report
Which channels
- Instagram, Facebook, TikTok and LinkedIn
- Standard hours Monday to Friday, 9 am to 6 pm; weekends depending on the plan
What shapes the quote
- Platforms
- Message volume
- Coverage hours
Pair it with social media management so strategy, content and conversation work together.
Community management by industry
Every industry gets different questions. Here is what changes in yours.
How we work
How we work: our community management process
Before replying to the first message, we define how your brand sounds.
Community diagnostic
We review tone, interaction volume, response times and current protocols.
Brand voice guide
We define how to reply, what to escalate and how to moderate.
Daily management
Messages, comments, mentions and moderation, with clear response times.
Crisis escalation
A protocol for difficult situations and immediate alerts to your leadership team.
Monthly report
Interaction volume, response time, community sentiment and recurring topics.
FAQ
Community management FAQ
Community management is the work of managing a brand’s conversation with its audience: replying to comments and messages, moderating, encouraging participation and spotting complaints or sales opportunities. It turns social channels into an ongoing relationship with customers.
Next step
Is your community getting replies, or just posts?
We review your comments and messages from recent weeks and show you how many opportunities went unanswered.
Book your audit