Community Care & Customer Experience Support 💛

Your audience interacts with your brand every single day.

  • They leave comments.

  • They send DMs.

  • They write reviews.

  • They join your community spaces.

  • They ask questions, share excitement, express confusion, and sometimes voice frustration.

Those moments shape how people feel about your brand far more than any single post or campaign ever will.

Community care is the ongoing work of showing up in those everyday interactions with consistency, clarity, and care. It protects your reputation, builds trust over time, and helps your audience feel like they are talking to real people who are paying attention.

At Keely Comms, we support brands by managing these interactions with intention. We learn your voice, understand your boundaries, and become a steady presence across the platforms where your audience already spends time.

Services

Services

Welcome Desk 👋

Steady, reliable support that keeps your brand responsive and welcoming.

Best for: brands with lighter engagement volume who want to make sure their audience feels acknowledged and supported on a consistent basis.

Includes:

  • Social Media Comment Responding (up to 2 platforms)

We monitor and reply to incoming comments on your selected platforms. Each response is written in your brand voice and tailored to the context of the conversation, whether someone is asking a question, sharing excitement, or leaving quick feedback. The goal is to make every interaction feel seen and thoughtfully acknowledged.

  • DM Responding to Everyday Inquiries

We handle direct messages that involve general questions about your services, booking steps, links, availability, or next actions. Messages that require personal decisions, access to private information, or sensitive handling are clearly flagged and handed back to you with context, so you stay in control of anything higher level.

  • Review Platform Engagement (1 platform)

We respond to customer reviews on one platform, such as Google or Yelp. Positive reviews receive thoughtful appreciation, while concerns are addressed calmly and professionally. This shows both the reviewer and future customers that your brand listens and takes feedback seriously.

  • Light Proactive Engagement

Each week, we spend time engaging beyond your own posts. This includes meaningful interactions with your audience and aligned accounts to help your brand stay visible and connected within your space, rather than only appearing when someone tags you first.

  • Customer Experience Flagging

    If we notice frustration, confusion, repeated complaints, or emotionally charged interactions, we flag them promptly with notes on what happened and why it matters. This helps you step in early when your voice or authority is needed.

  • Monthly Customer Sentiment Snapshot

    You receive a clear summary of patterns we are seeing in your conversations. This includes common questions, recurring feedback, tone shifts, and early signs of friction or confusion. This helps you stay informed about what your audience is experiencing without having to read every message yourself.

$500.00 every month
Community Builder 🏗️ (Best Value!)

Intentional relationship building and a clear communication system behind the scenes.

Best for: brands with more active audiences who want their engagement to feel cohesive, thoughtful, and aligned across every conversation.

Includes everything in Welcome Desk, plus:

  • Community Engagement Strategy

We develop a clear plan for how your brand should show up in conversations. This includes tone guidance, boundaries, how to handle different types of interactions, and when to move conversations into other channels. This creates consistency and reduces guesswork.

  • Engagement Bible

You receive a structured reference document outlining your brand’s communication style. It includes response approaches for praise, questions, complaints, confusion, and sensitive situations. This becomes the foundation for how your brand speaks across platforms.

  • Full Comment & DM Management (up to 4 platforms)

We handle a wider range of conversations, including follow-up questions, clarification, and guidance that helps move people toward the right next step. Conversations are managed with more depth, not just quick acknowledgments.

  • Review Platform Engagement on up to 2 platforms

    We respond to customer reviews across two platforms, such as Google and Yelp. Positive reviews receive thoughtful, personalized appreciation that reinforces loyalty. Concerns are addressed calmly and professionally, with responses written to show care, accountability, and attentiveness to feedback. This helps strengthen trust not only with the reviewer, but with future customers reading those reviews.

  • Proactive Outreach

    Each week, we intentionally engage outside your own posts to help your brand stay visible and relationship-driven. This includes interacting with content from your audience, customers, and aligned accounts through meaningful comments and supportive engagement. These interactions are aligned with your brand voice and designed to build familiarity, not just increase surface-level visibility.

  • UGC and Influencer Warming

    We begin building natural relationships with potential creators and advocates by engaging with their content and starting genuine conversations. This creates familiarity and trust before any collaboration discussions happen.

  • Trend Spotting

    We monitor relevant conversations and trends in your industry and flag moments where your brand can participate in a way that feels natural and aligned.

  • Group or Membership Engagement

    If you run a community space, we help maintain a welcoming and active environment by engaging with members, responding to posts, and supporting ongoing discussion so the space does not go quiet or feel neglected.

  • Biweekly Customer Sentiment Reports

    Every two weeks, you receive insight into what your audience is asking, noticing, and responding to. This helps you make informed decisions about content, messaging, and offers.

  • Escalation Support

    When more sensitive situations arise, we help guide how to respond in a calm, clear, and brand-aligned way, so communication stays thoughtful even under pressure.

$1,200.00 every month
Brand Advocate 💛

High-touch support with deeper integration into your brand’s community experience.

Best for: brands where community plays a central role in growth, retention, and reputation. We spend more time inside your platforms and take a more active role in monitoring and guiding your overall audience experience.

Includes everything in Community Builder, plus:

  • Social Media Comment & DM Management (up to 8 platforms)

We manage incoming comments and direct messages across a wider range of platforms. This may include combinations of Instagram, Facebook, TikTok, LinkedIn, YouTube, Pinterest, X, and more. Conversations are handled with continuity and context, so your audience receives a consistent brand experience no matter where they reach out.

  • Increased Daily Monitoring Time

We dedicate more time inside your platforms each day. This allows us to catch conversations earlier, respond more quickly, and follow ongoing interactions with better continuity.

  • Priority Response Windows

With more consistent monitoring, your audience experiences quicker replies during business hours, helping maintain momentum in conversations and reducing the chance of messages going cold.

  • Launch and High Activity Support

During launches, promotions, or busy seasons, we pay closer attention to incoming engagement and help manage the increased volume of questions, excitement, and feedback.

  • Consistent Creator and Advocate Relationship Nurturing

    We maintain ongoing engagement with potential creators, collaborators, and loyal community members so your brand stays familiar and top of mind. This creates a stronger foundation for future partnerships and word-of-mouth growth.

  • Expanded Proactive Engagement Volume

    We increase the number and depth of interactions with aligned audiences and communities, helping your brand stay actively involved in relevant conversations across your niche.

  • Weekly Customer Sentiment and Conversation Updates

    You receive short, regular updates on what your audience is talking about right now, including mood shifts, recurring questions, and notable feedback. This keeps you closely connected to the pulse of your community.

  • Monthly Voice of Customer Deep Dive

    We compile the exact language your audience uses when describing their needs, frustrations, and wins. These insights are valuable for refining messaging, offers, and future content.

  • Monthly Strategy Call

    We meet to review what we are seeing across your platforms, discuss patterns in engagement, and adjust your community approach as your brand grows and evolves.

  • Active Reputation Monitoring

    We keep a closer eye on how your brand is being talked about across your platforms and review spaces, noting any shifts in tone or emerging concerns.

  • Crisis and Sensitive Situation Support

    If a more serious issue arises, we help you craft thoughtful, brand-aligned responses and provide context on how conversations are unfolding so you can respond with clarity and care.

$2,000.00 every month

Our Process

  • 01

    Discovery & Fit Call

    We talk through your brand, audience, current engagement volume, platforms, and goals. This helps us recommend the right level of support and understand the tone and boundaries of your brand.

  • 02

    Onboarding & Access

    Once we start, we gather platform access, brand info, FAQs, and any past customer support patterns. We also review how you currently handle questions, concerns, and reviews so nothing gets lost in transition.

  • 03

    Voice & Community Alignment

    We study your past content, messaging, and audience interactions. For Community Builder and Brand Advocate clients, this is where we build your Engagement Strategy and Engagement Bible so your communication has structure behind it.

  • 04

    Active Engagement Begins

    We begin managing comments, DMs, reviews, and community interactions according to your tier. You will start seeing conversations handled consistently and professionally without having to be in every thread yourself.

  • 05

    Ongoing Insight & Adjustments

    You receive regular sentiment reports based on your tier. These insights help you understand what your audience is asking for, loving, or confused about. We adjust engagement approach as patterns shift.

  • 06

    Growth & Refinement

    As your brand grows, engagement volume and needs may shift. We revisit support levels and strategies to make sure your community care evolves with your business.

How this support fits into your business

Community care is ongoing, detail-oriented work. It requires understanding your voice, noticing subtle shifts in audience behavior, and showing up consistently in small interactions that shape long-term trust.

Our role is to help your audience feel supported, respected, and heard while giving you clear visibility into what your community is experiencing.

When you know your conversations are being handled with care, you can focus more fully on leading, creating, and growing your business with confidence 💛

Frequently Asked Questions

  • Response time depends on your support tier.

    We work within agreed business hours and check platforms consistently throughout the week. Higher tiers include more frequent monitoring, which means quicker replies and closer conversation follow-up.

    We focus on being reliably present, not sporadically online.

  • We work primarily during standard business hours on Mountain Time. This is when we monitor platforms, respond to engagement, and provide support.

    Exact response timing depends on your tier, but all engagement is handled consistently within agreed business hours. We are not a 24/7 live chat team, but we are a steady, reliable presence your audience can count on.

  • Yes!

    Before we begin active engagement, we study your past content, messaging style, and audience interactions. Community Builder and Brand Advocate clients also receive an Engagement Bible, which gives us clear tone and response guidelines.

    Our goal is for your audience to feel like they are talking to your team, not an outside assistant.

  • We handle everyday engagement, such as:

    • Questions about services or offers

    • Requests for links or next steps

    • General feedback and comments

    • Routine review responses

    We flag and return messages that involve:

    • Personal decisions or approvals

    • Pricing exceptions or negotiations

    • Sensitive customer issues

    • Anything requiring account access or private data

    You stay in control of high-level or delicate situations. We make sure nothing important gets missed.

  • If your engagement volume grows beyond what your current tier reasonably covers, we will let you know. From there, we can adjust your support level so your audience continues receiving thoughtful and timely responses.

    We believe in sustainable support, not stretched thin service.

  • We may use internal tools to help us stay organized, but all public facing responses are written and reviewed by a human. We pay attention to tone, emotion, and context so conversations feel real and thoughtful.

    Your audience can tell the difference, and so can we 😉

  • Of course! As your brand grows, your engagement needs may change. We can revisit your support level and adjust your tier so it matches your current volume and goals.

  • We provide community and customer experience support, which focuses on conversations happening on social platforms and review sites.

    We do not replace a full customer service department that handles billing issues, technical troubleshooting, or account management. When those situations come up, we guide the person to the right channel and notify you.

  • If a time sensitive or reputation sensitive issue comes up outside our normal hours, we ask that you contact us directly through our agreed communication channel.

    For Brand Advocate clients, we provide closer monitoring and support during high activity periods like launches or promotions. For other tiers, after hours issues are addressed as soon as we are back online unless previously arranged.

    We believe in clear expectations and sustainable support so you get thoughtful responses, not rushed ones.

  • We support most major platforms where brands actively engage with their audience, including Instagram, Facebook, TikTok, LinkedIn, YouTube, Google reviews, Yelp, and community platforms like Facebook Groups or Mighty Networks.

    The number of platforms we cover depends on your support tier.

  • Absolutely! We often work alongside internal marketing teams, VAs, or customer support staff. Clear communication and defined roles help everything run smoothly, and we are happy to align with your current systems.

  • We respond calmly, professionally, and in alignment with your brand voice. If a situation is sensitive or emotionally charged, we flag it for you and can help guide the tone and structure of a response.

    The goal is to protect your brand’s reputation while still treating people with respect.

  • Once we start, we gather platform access, review your brand voice and FAQs, and learn how you currently handle common questions. For higher tiers, we also develop your engagement strategy and Engagement Bible before full engagement begins.

    This setup ensures we represent your brand accurately from the start.

  • If you mainly want to make sure no one is being ignored, Welcome Desk is a great start.

    If you want engagement to feel intentional and relationship driven, Community Builder is usually the right fit.

    If your audience experience directly affects growth and reputation, Brand Advocate offers deeper support.

    If you are unsure, we help you decide during your discovery call! 💛

You don’t have to carry every comment, message, and review on your own.

If you want your audience to feel more supported & your brand to feel more present without being glued to your phone all day, we would love to help!

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