What you get
Daily monitoring, replies to comments, DMs and reviews, lead and complaint escalation, spam clean-up and a weekly summary of conversations.
COMMUNITY MANAGEMENT
Social Media Community Management
Our community management service replies to comments, DMs and reviews quickly and in your brand voice, and passes leads straight to your team.
Plan My Community SupportService overview
What is community management?
Community management is the daily work of replying to comments, DMs and reviews on your social channels in your brand voice, and passing leads and complaints to the right person on your team.
Best for
- Busy Instagram pages
- Facebook and TikTok brands
- Leads arriving by DM
- Reply guidelines firstwritten together with you
- One brand voicein every comment and message
- Sensitive issuespassed to you, as agreed
How it works 6 steps
- 1Brand voice
- 2Guidelines
- 3Monitoring
- 4Replies
- 5Escalation
- 6Reporting
Who delivers it
Nexus Development Solutions, a digital agency based in Pakistan working with clients worldwide, led by CEO Syed Maqsood ul Hassan Gillani and Managing Director Muhammad Shahwaiz Gillani.
WHY IT MATTERS
Every Reply Shapes Your Reputation
People notice how brands answer. A slow reply or an ignored complaint is public, and it sticks.
We watch your comments, DMs and reviews every day, reply in your voice, and send important leads and issues to the right person on your team.
Replies matter beyond social media too. Google’s own guide, Tips to improve your local ranking on Google
, recommends responding to reviews. A short, polite reply shows new customers that real people care.
WHY COMMUNITIES GO QUIET
What hurts engagement and trust
Slow replies
Customers move on when a question sits unanswered for a day.
Missed leads
Price questions in the comments never get followed up, so sales are lost.
Complaints left public
Unresolved complaints are seen by every new visitor.
Different tones
Each person on the team replies in their own style, which feels messy.
Reviews with no reply
Unanswered reviews make the business look like it doesn’t care.
No engagement
Brands that never join the conversation feel distant and get less reach.
WHO IT'S FOR
For brands with
active followers.
And messages that
need fast replies.
It fits whether you get a few comments a day or hundreds of messages a week across Instagram, Facebook and TikTok.
We write reply guidelines with you first: what we answer, what we pass on, and how to handle sensitive issues.
Nexus manages communities for brands in Pakistan and abroad, in English and Urdu. Most plans aim to reply within a few hours during working hours, and the weekly report shows 3 things: how many messages came in, how fast we replied, and what people asked most.
Request a Community Plan- You get more messages than you can answer
- Leads come in through DMs
- You need weekend coverage
- You want replies in one brand voice
- You’ve had public complaints before
HOW COMMUNITY MANAGEMENT WORKS
From reply guidelines to happier customers
- STEP 01
Brand voice
Your tone, common questions and key information.
- STEP 02
Guidelines
What we answer, what we pass on and reply times.
- STEP 03
Monitoring
Comments, DMs, mentions and reviews checked daily.
- STEP 04
Replies
Helpful, on-brand answers to your audience.
- STEP 05
Escalation
Leads, orders and complaints passed to your team.
- STEP 06
Reporting
Message volume, reply times and common questions.
DELIVERABLES
What’s Included in Community Management
Included: daily monitoring, replies to comments, DMs and reviews, lead and complaint escalation, spam clean-up and a weekly summary of conversations.
Not included: content creation or paid ads. Want it all in one plan? See social media management.
The common questions we collect are useful elsewhere too. They can feed your content plan, and the questions people ask in DMs often make great FAQ answers for your website.
Get My Community Quote
RECENT WORK
Recent Projects
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What hours do you cover?
Coverage hours are set in your plan, for example 10 hours a day, 6 days a week. Weekends, evenings and busy sale periods can be added if your customers message at those times.
How do you handle complaints?
We reply politely using your guidelines, apologise where it is right, and move the conversation to DMs where possible. Serious issues, refunds and legal matters go straight to your team.
Can you answer price and product questions?
Yes, using the price list and product details you give us. Anything unclear, such as custom orders or stock checks, goes to your team so customers always get correct answers.
Do you reply to Google reviews?
Yes. Review replies can be included in your plan, for Google, Facebook and other platforms. We thank happy customers and answer unhappy ones calmly, with a way to fix the problem.
Will you delete negative comments?
Only spam, scams or abuse. Honest complaints get a reply, not deleted. Hiding real criticism usually makes people angrier and damages trust more than the complaint itself.
What is social media community management?
Community management is the daily work of replying to comments, DMs and reviews in your brand voice. It also means spotting leads and complaints early and passing them to the right person.
Which platforms do you manage?
Instagram, Facebook, TikTok, LinkedIn and Google Business Profile reviews. We start with the 2 or 3 channels where most of your customers already talk to you.
Do you reply in Urdu as well as English?
Yes. Many customers in Pakistan write in Urdu or Roman Urdu, so we reply in the same language they use, while keeping your brand voice and tone the same.
GET IN TOUCH
Let’s Plan Your
Community Management
Tell us about your channels and roughly how many messages you get. We’ll suggest a plan.
YOUR CUSTOMERS FIRSTFast, helpful replies
GUIDELINESWhat we answer, agreed upfront
MORE CHANNELSSocial, ads, creative and websites
Instagram Facebook TikTok LinkedIn YouTube
Connected across borders. Built around your business.