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Building Community.
Inspiring Advocacy.

Online audiences demand transparency and real-time engagement, and that’s why developing customer relationships through social care is so important. To provide your team confidence and peace-of-mind, our team manages your social media channels with the utmost care. We know that brand loyalty requires more than just being quick witted. We take the time to understand your internal organization structure, industry regulations, and brand tone of voice. This care extends beyond just your organic content and into your paid media as well.

We nurture the communities you’ve worked so hard to build. Our team of social care experts identifies opportunities to create conversation and answer questions, closely monitors for sentiment trends and insights, and responds to brand love. And our team can scale to meet your needs on an ongoing or seasonal 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.

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

Responded to 46% of inbound response opportunities.

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

631,000+ impressions 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

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