Building Community.
Inspiring Advocacy.

Protecting your reputation online and building brand loyalty require more than just being quick-witted. Our team also takes the time to understand your internal organizational structure, industry regulations, and brand tone of voice. We identify opportunities to create conversation and answer questions, closely monitor for sentiment trends and insights, and respond to brand love. And this care extends to organic social media, paid social, and owned communities.

And, through our industry-leading, always-on Community Management Certification program, our team is always up-to-date on industry best practices and can quickly scale to meet your needs on a seasonal or ongoing basis.

community planning + management
real-time community monitoring
incoming comment triage, routing + escalation
response strategy
community response
content publishing
response reporting
audience + response analysis
response optimization

Brands we've supported in moderation.

Our Case Studies.

“We Built This Workflow on Rock & Roll”

Situation

When we first partnered with Fender Guitars, we realized that there was a lack of defined workflows and processes for identifying escalations and a process for flagging influencer/artist content. Responses to the social channels was inconsistent and there wasn’t a clear path to success.

Solution

By partnering with the Fender, Social Factor was able to provide a cohesive plan that allowed them to a.) leverage their existing investment in Social Media Management Software, b.) by implementing efficiencies, Fender was able to get more meaningful engagements with their existing fan base and c.) created living, breathing workflows that could be customized to fit Fenders priorities based on social channel, desired types of engagements, incoming volume, and platform capabilities.

Results

By implementing custom workflows, Social Factor was able to support Fender with an event activation (NAMM), create meaningful interactions between the audience and moderation team and finally be able to support Fender donating over 200K free Fender Play licenses during the 2020 Covid-19 shelter in place.

726%
Increase in responses in less than 90 days.
Time is Money - How Social Factor's onboarding process led to 94% reduction in response time in the first 30 days

Situation

After putting the “exhaust” back into an exhaustive RFP process, Toyota selected Social Factor to improve their community management - both managing volume in a timely manner, and responding appropriately.

Solution

Social Factor provided a solution that combined on-site resources with remote team members to provide 7am-7pm weekday coverage, with a team of off-hour specialists to cover nights and weekends as needed. Prior to beginning moderation, the Social Factor team implemented a highly effective 3 week discovery and training process to prepare the team for the highest efficiency. All of this took place while the Coronavirus epidemic was active, the entirety of the company had started working remotely, and all meetings had to be done remotely.

Results

In the first 30 days of active community management, the Social Factor team reduced average response time by 94%.

Web Series Honorees Trapped in Houston Flood

Situation

When Hurricane Imelda battered Houston in September 2019, Web Series Honoree Kelly W. (who was in another state at the time) sent a frantic message to the Web Series group that his family was trapped in their warehouse and going to drown from rising waters, and that emergency lines were down.

Solution

Social Factor immediately reached out to our partner and worked with the Web Series to reach local EMS so the trapped family could be rescued.

Results

Kelly’s wife and son were rescued and the family reunited in a safe location.

By building a strong community through Social Media, our moderator, who has a consistent voice in the group was able to identify and assist a real life hero. Consistency in community communication and empathy literally helped save a life.
Moderating 4,000+ Posts During the Big Game

Situation

Just before the biggest advertising and sporting event of the year, Toyota produced a 30-second TV commercial to drive interest, conversation, and sales of its new Toyota Supra. With a short window to create the ad, Toyota needed a team it could trust to handle the social conversation after the ad launch.

Solution

Because of Social Factor’s reputation as experts in social care and its relationship with Toyota in content creation, Toyota turned to Social Factor to support a three-day strategic social care effort to engage with fans. Social Factor collaborated with Toyota to train a team ready to handle the conversation. Within a week, Social Factor’s launched a team onsite and remote to engage with fans and build engagement across Facebook, Twitter, and Instagram. More than 4,000 posts were generated related to the launch the day of the Big Game and over the course of the following week.

Results

46%
of inbound response opportunities responded to.
Increasing Facebook Engagement by 181%

Situation

John Soules Foods, a family-owned company and the number one producer of beef and chicken fajitas in the U.S., was set to run its Mother’s Day and Cinco de Mayo social media sweepstakes. Each year, the company gives away prizes through social media on these special days and, in the process, generates thousands of fan responses. John Soules Foods needed a partner to be an extension of its marketing team and refresh each giveaway’s creative, develop process efficiencies, and ensure response opportunities during the campaign weren’t missed.

Solution

Social Factor strategically enhanced the brand’s giveaway creative to appeal to its fans, engage an expanded audience, and drive sweepstakes entries. By utilizing a third-party app integration, manual processes became automated. Social Factor’s social care team managed responses across the brand’s Facebook, Twitter, and Instagram channels.

Results

100,000+ engagements 181% increase in Facebook engagement 105% increase in Instagram engagement 58% increase in page likes on Facebook 31% increase in Twitter followers 23% increase in Instagram followers

631,000+
impressions
"Really NAMM Good"

Situation

With just 10 days until the biggest show of the year and 16 new product announcements, Fender needed help capitalizing on all the buzz they would generate.

Solution

Social Factor quickly built a team, trained on Fender brand and products, and deployed for a Friday-Monday gig on the music manufacturing industry’s biggest stage.

Results

Our team addressed nearly 5,000 items, generating hundreds of responses and millions of impressions, including direct interactions with several high profile musicians during the event.

250+
items per hour were addressed by our team
Taking a Unique Brand Voice and
Delivering Fan Engagement

Situation

Adweek called Wingstop “the best piece of branded content we’ve seen so far” during the restaurant’s unique 4/20 campaign. To handle an influx of fan engagement during the creative campaign, Wingstop needed to quickly onboard a social care team to maintain the brand’s active level of response.

Solution

Social Factor provided turnkey social care coverage with a 48-hour turnaround on team training and platform set up. The brand’s distinctive voice was leveraged by Social Factor to engage fans with creative brand voice applications to match audience expectations on this cannabis-inspired day, and drive continued engagement. Social Factor provided comprehensive coverage of all channels during business hours, and regular reporting analyzed data to find brand wins and track sentiment to strategically inform future efforts. Additionally, negative audience feedback was escalated in real time to minimize impact, and open lines of communication between Social Factor and the brand communication team helped support quick pivots in strategy.

Results

With an enthusiastic team of social care experts, Social Factor efficiently and effectively monitored all social channels, responded to and escalated comments from the community as needed, and exceeded expectations for volume of response during the activation timeline.

1.2mil
Unique Impressions
250%
In Fan Conversations
1.6mil
Facebook