What's included
€350/mo
Custom scope by channel volume
Final pricing depends on channel volume, response complexity, operating hours, escalation requirements and approval workflow.
What's included
The problem with unanswered conversations
Many businesses attract attention online but struggle to respond consistently across comments, messages and reviews. Delays, unclear ownership and off-brand replies can damage trust and allow valuable enquiries to go cold.
OSDM creates a clear response system, defines tone and escalation rules, and supports ongoing engagement so customers feel heard without overwhelming your internal team.
Clear response language aligned with your brand, audience and service style.
Approved answers, boundaries and handoff rules for common enquiries.
Sensitive issues and service questions are directed to the correct internal contact.
Themes, recurring questions, issues and recommendations reported clearly.
Deliverables
What's included
Response Framework
Create the rules behind consistent, safe and on-brand replies.
- Tone-of-voice guidance
- Response templates
- Escalation matrix
Ongoing Management
Monitor and manage agreed customer-facing channels within the defined scope.
- Comment monitoring
- Inbox support
- Review responses
Engagement & Reputatio
Protect trust and identify useful opportunities for engagement.
- Issue flagging
- Proactive engagement
- Review monitoring
Reporting & Improvement
Turn conversations into practical customer and marketing insight.
- Monthly summary
- Recurring question themes
- Improvement recommendations
How we work
A process built for clear, consistent responses
Clear ownership, agreed boundaries and practical communication. Here is how we organise community management from setup to ongoing improvement.
Discover & set standards
We review your channels, audience, tone, common questions and internal escalation contacts.
Connect channels & access
We confirm permissions, operating hours, response categories, approval rules and reporting requirements.
Manage, respond & escalate
We monitor the agreed channels, respond within scope and route sensitive or specialist issues correctly.
Review & improve
We report recurring themes, missed opportunities and recommendations to strengthen customer communication.
DIGITAL MARKETING STRATEGY EXAMPLES
See what's possible
Practical community-management scenarios designed around faster responses, clearer handoffs and stronger trust.
Enquiry Triage
- Faster replies. Clearer handoff.
Review Management
- Stronger trust. Fewer missed reviews.
Marketing Reset
- Better experience. Fewer lost enquiries.
What clients say
Paddy Bruton
“Our marketing now has the structure it was missing. We have stronger visibility, better campaigns and a clearer path to generating leads.”
Paul Ryan
“OSDM has helped us across branding, website development and digital marketing. The team brings structure, creativity and reliability, helping us build brand awareness, communicate our services clearly and generate stronger leads.”
Ben Murphy
“Digital marketing is no longer something I need to worry about. Everything keeps moving without constant follow-up, which frees me to focus on other priorities.”
Killian Dineen
“We now communicate with much more clarity and consistency. Having a responsive team behind us has made a real difference to our visibility and performance.”
Patrick Keane
“They understood exactly what we needed and raised the standard. Everything felt polished, strategic and ready to present.”
Caoimhe Rogers
“Finally, a marketing partner that can properly support a major campaign. Great tools, a strong team and reliable support from start to finish.”
Teige Ryan
“Our business is now presented with far more clarity and confidence. The process was straightforward, practical and completely aligned with what we needed.”
FAQ
Common questions
- Still have questions?
Everything you need to know before setting up community management support.
Book an intro call.
What does community management include?
The agreed scope can include comment monitoring, social inbox support, review management, approved replies, issue flagging, escalation, proactive engagement and a monthly community summary.
Which channels can OSDM manage?
Common channels include Facebook, Instagram, LinkedIn and Google Business Profile. Other inboxes or review platforms can be included where access, process and volume are clearly defined.
How quickly will comments and messages be answered?
Response targets depend on the selected channels, volume, operating hours and approval process. The agreed service level is documented before activity begins.
Can you respond using our brand tone of voice?
Yes. We create response guidelines and templates based on your tone, customer expectations and common enquiry types.
How do you handle complaints or sensitive issues?
Sensitive, legal, technical or service-specific issues follow an agreed escalation matrix and are routed to the correct internal contact rather than answered without authority.
Is this the same as customer service?
No. Community Management supports digital conversations and front-line engagement. Full customer-service ownership, ticket resolution and specialist support require a separate operational scope.
Can this be added to Social Media Management?
Yes. Community Management can be added to an existing OSDM Social Media package or quoted as a standalone service.
How much does Community Management cost?
Custom scopes start from €350/month. Final pricing depends on channel volume, response complexity, operating hours, escalation requirements and approval workflow.
- Still have questions?
We’re happy to help. Reach out to discuss your needs, challenges, and how AI can fit your business.