Social media customer care in Sri Lanka
Every comment, message and review on your social channels answered in your tone, with complaints taken private and risks flagged before they spread.
Non-voice services
Social media customer care from Colombo
Customers now complain, ask and praise in public. A delivery complaint under your latest post, a question in Instagram DMs at midnight, a one-star Google review: each is read by far more people than the person who wrote it. Our social media care team watches your pages, inboxes and review profiles around the clock and replies in your brand voice, so nobody is left talking to a silent page.
How we work
Public and private replies follow different rules. Agents answer simple questions in the comments, where the answer helps everyone reading, and move anything involving an order number, address or payment into a private message. They hide spam, scam links and abuse under a moderation policy we write with you, and they watch the comments on your paid ads, which are easy to forget and often full of unanswered buying questions.
Good to know
Some posts need more than a polite reply. If a complaint starts drawing attention, a journalist gets in touch or a comment raises a safety or legal issue, agents stop and escalate to your named contact with screenshots, links and a suggested holding reply. Your report covers message volumes, response times, sentiment, top topics and examples worth seeing, so marketing and support both learn from what customers say in public.
What is included
Comment replies
Questions, complaints and praise under your posts answered in your tone, including on older posts people still find.
Inbox and DM support
Messenger, Instagram Direct and other private messages worked like support tickets, with order details checked before replying.
Review responses
Google, Facebook and other reviews answered politely, with unhappy reviewers invited into a private conversation to fix the problem.
Moderation
Spam, scam links, hate and abuse hidden or reported under a written policy you approve, never at an agent's whim.
Ad comment monitoring
Comments on your paid ads watched and answered, because buying questions there are easy to miss.
Escalation and alerts
Complaints gaining traction, press questions and safety or legal issues sent straight to your named contact with screenshots.
How we set it up
Audit your channels
We review your pages, inboxes and reviews, agree what to answer, hide or escalate, and write a tone and moderation guide.
Prepare approved answers
We build a library of replies to common questions and train agents on your products, policies and brand voice.
Monitor around the clock
Agents cover your channels on the hours you choose, up to 24/7, logging every conversation and escalation.
Report on sentiment
You get volumes, response times, sentiment and top topics, and we update the reply library as new questions appear.
Why Elevracorp for social media customer care
- 01
No silent pages
Replies at night and at weekends show everyone reading your page that someone is listening.
- 02
Complaints contained early
Moving personal issues into private messages protects customer details and stops one complaint becoming a public thread.
- 03
One voice on every channel
A shared tone guide and approved answers keep Facebook, Instagram and review replies sounding like the same brand.
- 04
Insight from public feedback
Tagged conversations show what people praise, question and complain about, ready for your marketing and product teams.
Related services
Social media marketing
Content calendars, posts and short videos that turn followers into enquiries.
WhatsApp Business support
Orders, bookings and questions handled on WhatsApp in English, Tamil and Sinhala.
Email support
Customer emails answered in your help desk and your tone, around the clock.
Questions about social media customer care
Not covered here? Ask the Colombo team.
Open 24/7
Which platforms does your social media customer care cover?
We cover the channels your customers use: Facebook pages and Messenger, Instagram comments and DMs, TikTok and YouTube comments, LinkedIn, X, and review profiles such as Google Business Profile. Agents work through Meta Business Suite or the social inbox tool you already pay for, such as Sprout Social, Hootsuite or Agorapulse. We agree the channel list and cover hours with you before go-live.
Should social media customer care reply in public or in private?
Both, depending on the message. Simple questions are best answered in public, because other people reading have the same question. Anything involving an order number, address, phone number or payment moves to a private message, so personal details never sit in a public thread. Your moderation and tone guide sets out these rules for your brand, and agents follow it on every channel.
How does your social media customer care team handle negative comments?
Agents never argue in public and never delete fair criticism. They acknowledge the problem, apologise where it is deserved and invite the customer into a private message to put it right. Abuse, spam and scam links are hidden or reported under your approved policy. If a complaint starts spreading or raises a legal or safety concern, it goes straight to your named contact.
Can social media customer care run alongside our marketing agency?
Yes. Many brands keep an agency for content and campaigns and hand customer replies to a support team, because answering people is work that runs every hour of the day. We agree who owns what, share a log of escalations and trends with your marketing team, and flag questions suggesting that a post or ad needs a clearer message.
Get a quote for social media customer care
Tell us your volumes, hours and languages. We reply with a plan and a price.
What happens next
- We replywith a few questions about the work.
- A short callto agree scope, volumes and timings.
- A written planwith timeline and price.
Thank you. Your quote request is with our team.
- We reply with a few questions about the work.
- A short call to agree scope, volumes and timings.
- A written plan with timeline and price.
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