Aviation’s Highs and Lows:
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Social media customer service: №2

Social Media Customer Support

On the brand’s social media, customers expect transparency and respect. Meet them with responsive support and be present where conversations shape your brand.

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Simply Contact
Ranked among Top Social Media Customer Service Companies.
We follow the highest security standards according to PCI DSS, ISO 27001, and ISO 27701.

Why you should support customers on social media

  1. Protect your brand reputation

    People spend a significant amount of time on social media and treat social media interactions seriously. Negative experiences may harm their satisfaction and your brand image.

  2. Reduce support costs

    Social interactions cost less than calls. Agents can also handle multiple conversations at once, boosting efficiency.

  3. Proactively strengthen loyalty

    Engaging early, even before a complaint surfaces, shows customers you care. It sets you apart and builds lasting loyalty in a space your audience uses daily.

The scope of our social media customer service outsourcing services

Support in messaging apps

Messaging platforms like WhatsApp and Messenger have become go-to channels for customer inquiries. We provide real-time support where your customers already are, answering questions, resolving issues, and building relationships.

Facebook customer support

Facebook is rightfully the most populated platform. We help you handle conversations in comments, direct messages, and the review section, not leaving a single inquiry unanswered.

X customer support

X (formerly Twitter) is where public conversations happen fast. We precisely monitor and respond to mentions and DMs, helping your brand stay responsive, professional, and visible.

Instagram support

Instagram is more than visuals: it’s where customers ask about orders, policies, and products. Our social media customer support services handle replies and DMs so your brand remains engaged and helpful.

YouTube comment moderation

YouTube is a major customer touchpoint. We handle comment moderation and viewer engagement, ensuring your brand stays responsive even in video content spaces.

Review site management

Users are looking for opinions on review platforms like Google or Trustpilot, and such reviews influence their decisions. Our team monitors opinions and responds to reviews to address concerns and show that your brand takes accountability.

Outsourced social media customer service

When you work with Simply Contact, you get a team of experienced pros who know how to handle social media customer service the right way. We focus on quick, accurate replies that actually make your customers feel heard. No robotic responses—just real, helpful interactions. We are trusted by companies in different industries, including those in the government and nonprofit sectors. We gained their trust for establishing operations promptly and transparently, for our expertise, and for the relevant use of smart AI tools.

12+

Years of experience

700+

Agents on board

80%+

Customer satisfaction (CSAT)

>90%

Quality assurance (QA)

Benefits of outsourcing social media customer support with Simply Contact

Social media customer service: №3

Improved response speed and availability

Did you know over 40% of customers expect a reply on social media within an hour? That’s what the stats say. This means that if you’re not responding fast, you’re already behind. We make sure customers can reach you anytime, so no matter how busy things get, you will never miss an important message.

Social media customer service: №4

AI-powered operations

Our social media customer service solutions are powered by people and enhanced with the newest AI solutions. We automate routine operations to make sure human agents are available for complex issues that require their attention. With this balance, you achieve faster resolution times and higher customer satisfaction.

Social media customer service: №5

KPI-driven approach

We monitor key performance indicators such as response time, resolution rate, and customer satisfaction score. Thanks to tracking KPIs, we can see not just where we succeed, but also what can be improved, either through optimizing operations or adjusting strategies, to deliver exceptional outsourced social media customer service.

Social media customer service: №6

Cost-effective social media contact center

We offer customized pricing options that match different needs. The idea behind this approach is to improve response quality and customer satisfaction while maintaining long-term cost-efficiency. In addition, we use AI for routine tasks, which helps with routine tasks and gives our agents more time to handle interactions with the customers in a more personal way.

Social media customer service: №7

Multilingual support in 20+ languages

Communicate with your audience regardless of where they’re from. We offer outsourced social media support in over 20 languages, so your customers feel heard and understood. For businesses that don’t want to invest in multilingual teams, we use advanced AI translation that provides unparalleled cost-effectiveness with the same level of empathy.

Social media customer service: №8

Scalable support to meet demand

Simply Contact offers flexible, scalable social media support services to handle fluctuating activity on these platforms, ensuring consistent, timely responses even when demand rises. Our adaptable staffing model balances service quality and cost efficiency.

Need more than just social media customer support?

We offer omnichannel and multilingual service...

  • Сalls
  • Live chat
  • Social media
  • E-mail
  • Messengers
  • Bots
Simply
You choose.
...in more than 20 languages
Hello! How can I help you?
Social media customer service: №9
Witam! W czym mogę pomóc?
Social media customer service: №10
Доброго дня! Чим я можу допомогти?
Social media customer service: №11
Hallo! Wie kann ich Ihnen helfen?
Social media customer service: №12
¡Hola! ¿En qué puedo servirle?
Social media customer service: №13
Bonjour! Est-ce que je peux vous aider?
Social media customer service: №14
Salve! Come posso aiutarla?
Social media customer service: №15

We've got you fully covered

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Quality assurance

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Regular reporting and analytics

Social media customer service: №18

Recruitment

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Uninterrupted operations

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In-house training center

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IT setup and maintenance

We are trusted by

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Expertise that spans key industries

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SaaS

When faced with usability issues, users often seek quick help on social media. SaaS companies leverage social media support to enable fast issue resolution and higher user engagement thanks to high responsiveness.

Social media customer service: №28

Fintech, Blockchain & Cryptocurrency

Whether it’s payment issues or wallet concerns, users expect relevant and real-time answers. We help fintech and crypto platforms manage inquiries, explain processes, and build trust in these fast-developing, often confusing spaces.

Social media customer service: №29

Aviation & Travel

Delays and sudden changes are very stressful for travelers. People don’t want to wait around for answers when plans fall apart. We provide reliable support through social media so passengers stay in the loop and feel a bit more at ease even when things do not go as anticipated.

Social media customer service: №30

E-commerce

Confused buyers ask questions in comments and DMs before purchasing. We help online sellers respond quickly, manage reviews, and guide customers toward confident decisions.

Social media customer service: №31

Legal services

Legal clients often need help understanding the next steps. We support firms by answering questions, managing intake, and guiding users to the right resources directly through a social platform.

Social media customer service: №32

Healthcare

Health-related concerns are easily one of the most urgent. We help clinics and healthcare platforms support patients and users on social media by responding to messages quickly. We handle it professionally and in line with HIPAA: privacy stays protected without additional steps.

Social media customer service: №33

Logistics & Delivery

Missing package? Delivery delay? Customers want updates immediately. We provide real-time updates and support through social media to reduce frustration and increase customer satisfaction.

Social media customer service: №34

Media & Entertainment

Fans ask, react, and share every second. We help media brands respond to feedback, answer questions, and make sure customers can benefit from your active online presence.

Social media customer service: №35 Social media customer service: №36 Social media customer service: №37
Outsource customer service to an experienced team

Reach out for advice, a tailored project quote, or to explore how social media customer service outsourcing can boost engagement, protect your brand, and cut operational costs.

Get in touch

We provide real results

Social media customer service: №38

110% increase in sales conversion rate

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Social media customer service: №39

6000 calls handled per day

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Social media customer service: №40

95% customer satisfaction

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Why choose us?

Social media customer service: №41

Expertise across Aviation, Travel, E-commerce, FinTech, Mobility, IT, Gaming, and Government

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Presence in the UK, Poland, Bulgaria, Romania, Ukraine, and Moldova

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Over 12 years of experience delivering social media customer service solutions with optimized processes

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Integrated support teams that work as a true extension of your brand

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Scalable 24/7 coverage to handle both routine days and demand spikes

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AI-enhanced support that blends speed, accuracy, and a human touch

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Continuous innovation from our in-house R&D team

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Certified for PCI DSS, ISO 27001, and ISO 27701 (PIMS) compliance

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Multilingual service across more than 20 languages

Continuous improvement of service quality

Ongoing self-monitoring of our efficiency and performance

We collect and analyze client feedback to identify and eliminate potential bottlenecks in our social media support services

Quality check results are consistently shared with project managers, coaches, and supervisors

Regular training sessions and continuous learning programs drive successful service quality improvements

We effectively tailor our communication style to match each brand’s voice and expectations

Scalable, high-quality social media customer support trusted by both growing companies and large enterprises

Our awards & certifications

Social media customer service: №50

PCI DSS

Simply Contact is certified under PCI DSS, which is proof that we follow the standard rules for securely processing credit and debit card payments. It helps protect customer payment data during every transaction.

Social media customer service: №51

ISO 27001

This certification confirms that Simply Contact’s outsourced social media support has proper systems in place for managing and protecting sensitive information. It indicates our treatment of data security in our daily work as a priority.

Social media customer service: №52

ISO 27701 (PIMS)

We’re certified in ISO 27701, which has a primary focus on privacy. It enables us to handle personal data in a way that fully mirrors GDPR requirements and keeps information protected.

Social media customer service: №53

HIPAA

We’re also HIPAA compliant. HIPAA is the U.S. law that sets rules for handling personal health information. This is essential for clients in healthcare, insurance, and health tech.

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Reviews
Social media customer service: №59

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka
Head of Customer Experience
Social media customer service: №60

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist
Social media customer service: №61

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina
Head of Client Marketing
Social media customer service: №62

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong
SVP People & Culture, Travel Tech Company
Social media customer service: №63

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder
Head of Support, Ditto Music

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    FAQ

    Why outsource social media customer support?

    Customer service in social media requires significant time and effort to be effective. Besides, confident communication skills and hands-on experience won’t hurt either. We believe that everyone should do their job: brands and entrepreneurs should build their businesses, while customer care professionals provide support services. Outsourcing social media customer care allows brands to focus on business development instead of spending valuable time on social media communications.

    What is the difference between social media support and traditional support channels?

    Unlike email, phone, chat, and other traditional support channels, social media responses appear primarily public. It allows a vast audience to track how you handle customer care issues. In addition, your response should be concise since social networks may have character limits (X). Besides, social media users always expect an immediate reaction, being hardly tolerant of delays in customer service through social media.

    Why hire social media BPO provider?

    Hiring a social media BPO provider allows businesses to deliver timely, high-quality customer support on social channels without the need for extensive in-house resources. A BPO provider brings specialized expertise and best practices in managing social media interactions, from handling inquiries to resolving issues quickly and efficiently. This means your brand can maintain a consistent presence on social platforms, responding to customers around the clock while your team focuses on core business functions.

    How to select an efficient social media contact center?

    To hire a social media contact center, start by identifying your business’s specific needs, such as the languages required, response times, and the level of automation desired. Look for providers who specialize in social media customer service and have a proven track record in your industry or with businesses similar in scale. Review their capabilities in AI integration and data analytics, as these tools can improve response efficiency, provide insights into customer behavior, and allow for personalized interactions.
    Social media customer service: №67 Social media customer service: №68
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