Social Media Reputation Management

A frustrated customer tags you in a TikTok. A Facebook comment thread about a late delivery grows to two hundred replies overnight. Someone sets up an Instagram account with your logo and starts messaging your followers. On social media, the conversation about your business happens in public and moves fast.

Social media reputation management gives that conversation an owner. We watch mentions and comments across the platforms your customers use, reply in a consistent voice, moderate fairly, and flag what could escalate while it is still small.

What’s included

• Mention and comment monitoring. Your own pages, plus public posts that mention your brand on Facebook, Instagram, TikTok, X, LinkedIn and Reddit.
• Response playbooks. Agreed wording and routes for the situations you see most, from a late order to a safety complaint, with an approval flow for anything sensitive.
• Moderation. Hiding or deleting spam, scams, abuse and personal information on your own pages, in line with each platform’s rules and the community guidelines you post publicly.
• Impersonation and fake account reports. Reports through each platform’s official process, with evidence, and a heads-up to followers when needed.
• Profile hygiene. Accurate contact details, consistent bios, verification where the platform offers it, and pinned posts that answer common questions.
• Monthly reporting. Mention volume, sentiment trends, response times and the issues that keep coming up.

How it works

1. Audit

We review your profiles, recent comments and public mentions, and search for look-alike accounts. We also note which complaints repeat, because a recurring issue is usually an operational fix rather than a wording problem.

2. Repair

We tidy up profiles, write your playbooks and community guidelines, clear the backlog of unanswered comments, and report impersonators.

3. Protect

Monitoring runs every business day, replies go out within the times you agree, and anything that starts to spread follows a clear escalation route.

Platforms and what we watch

Platform	What we look for
Facebook and Instagram	Comments, tags, recommendations and complaints on your pages, plus public posts that mention you.
TikTok	Videos and comments naming your business, especially ones gaining views quickly.
X	Mentions, replies and quote posts, which can carry a complaint far beyond your followers.
LinkedIn	Comments on company posts and public posts about your leadership or workplace.
Reddit	Threads in local and industry communities where people compare businesses.

We monitor public content only, never private groups or other people’s messages. For wider coverage that includes reviews, news and search results, see brand monitoring.

What we can and can’t do

We can respond quickly, moderate by clear rules, and report accounts and posts that break platform policies. We can’t delete other people’s posts, and each platform decides what comes off its site.

When a complaint starts spreading beyond your own pages, our guide on responding to a viral negative post sets out the first steps. Serious cases move to our crisis management team with the history already documented.

How long it takes

Setup, including the audit, playbooks and profile clean-up, typically takes two to four weeks, depending on how many accounts and locations you have. Monitoring and replies begin as soon as access is in place.

Impersonation reports can be resolved within days or take several rounds, depending on the platform and the evidence. Trends in sentiment and response time become meaningful after a couple of months of steady work.

Who it’s for

Consumer brands, restaurants, retailers and local businesses with active pages but nobody to watch them every day. It also suits companies that have been caught out by a viral complaint or a hacked account and want a plan in place for next time.

Frequently asked questions

Should we delete negative comments on our social media?

Not if they’re genuine. Hide or delete spam, abuse, scams and personal information under your posted guidelines. Reply to real complaints publicly, then move the details to a private message. Deleting fair criticism usually attracts more of it.

Can you remove a fake account pretending to be our business?

We can report it through the platform’s impersonation process with evidence, and platforms often act on clear cases. The platform makes the final decision, and timing varies from one to the next.

Who approves the replies?

You decide. Routine replies follow the playbook you’ve signed off, and anything sensitive, such as a legal threat, an injury claim or a complaint about a named employee, comes to you before we respond.

Do you create social media content too?

Our focus is reputation: monitoring, replies, moderation and escalation. We can suggest pinned posts and updates that address common complaints, but ongoing content marketing is a separate job.