Social customer service
Customer support on social, run properly.
Your customers already ask, chase and complain on X, Facebook and Instagram, usually in public and usually before they ring you. We build the support desk that answers them: response times you can publish, a triage and escalation flow, a tone-of-voice playbook, and the tooling wired up behind it. Then we train your team to run it, or run it alongside them.
- 01Every message answered inside an agreed response time
- 02Public complaints handled without making them worse
- 03A system your team can run without you in the room
Happy clients include Heathrow Printers, KAM Freights, RPS Bullion and Unison Investments — plus a few more.
Get a free support-channel review
A free 30-minute review of how your social channels handle questions and complaints today. What to fix first, no sales call.
What you get
Support-desk setup is a fixed fee, agreed up front. Ongoing management starts at £750 per month, scoped to your message volume and the hours you need covered.
A response-time SLA you can publish
Triage & escalation flow
Tone-of-voice playbook
Tooling set up and team trained
Social brief
Tell us about your channels
Channels, rough volume and how you want it run. Two minutes, and we come back with a plan and a price.
Reply within 1 working day · No sales call unless you ask · Cyber Essentials certified
How it runs
Simple, collaborative and effective.
The same five steps on every project, from the free review to launch and beyond.
Review
A free 30-minute look at your site and goals. What to fix first, no sales call.
Scope
Fixed fee agreed up front. You know exactly what it costs before we start.
Design
Design you approve before we build. What you sign off is exactly what goes live.
Build
Fast, accessible, SEO-ready build with analytics and tracking wired in.
Launch & grow
We host it, watch it and grow it — ads, SEO and updates handled.
Recent work
The proof lives
in the work.
CryptoCrypto LoungeA fast, modern front end for a fast-moving market, built to keep up.
Print & signageHeathrow PrintersRebuilt around panicked, last-minute customers one tube stop from Terminal 3.
AI consultancyNerdster AIA plain-English shopfront for a firm that runs AI for you. You get the outcome, not another app to learn.Related services
Often needed
alongside this.
One studio handles the lot — see our pricing or get in touch.
Common questions
Clear scope. Clear process.
How much does social media customer service cost in the UK?
Setup is a fixed fee agreed up front, covering the response-time SLA, triage flow, tone playbook and tooling. Ongoing management starts at £750 per month, scoped to message volume and the hours you need covered. Training-only engagements cost less again, because you keep the running in-house.
Should we outsource social support or train our own team?
Train your own team when the questions need real product knowledge, and outsource when the volume is high but the answers are repeatable. Most UK businesses land in the middle, so we build the system, train your team on it, and cover the overflow. The free review tells you honestly which one you are.
How fast should we reply to customers on X?
Set a first-response target of one hour in working hours, then publish it. An answered-within-60-minutes commitment does more for trust than a faster average nobody knows about. What matters more than raw speed is that nothing is silently dropped, which is what the triage and escalation flow exists to prevent.
What happens when a complaint goes public?
Answer publicly once, briefly and without excuses, then move it to DM inside two replies. The public reply is for everyone else watching, not for the complainant. That rule, plus a named person who owns anything unresolved after four hours, defuses most escalations before they grow.
Do you provide 24/7 human cover?
Not with our own staff — we are a design and build studio, not a contact centre, and we would rather say so up front. We build and run the system, train your team, and automate acknowledgement and triage so out-of-hours messages are queued rather than lost. If you genuinely need round-the-clock human cover we will point you at a contact centre and set the system up for them to work in.
Get a free support-channel review — free, no sales call.
A free 30-minute review of how your social channels handle questions and complaints today. What to fix first, no sales call.