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Social Media Customer Support

Name: Social media customer service
Brand: Simply Contact
Rating: 4.9 (26 reviews)

Be present where conversations shape your brand. Social media is where customers expect answers, transparency, and care. Meet them with responsive support that turns interactions into lasting trust.

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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

Protect your brand reputation

Social media issues play out in public. A slow or absent response can damage your image, while a timely, helpful reply can build trust and showcase your commitment to customers.
Reduce support costs

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

With billions of users, Facebook offers unmatched reach. We handle comments, messages, and reviews to protect your brand reputation and turn every inquiry into a positive experience.

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

Reviews on platforms like Google or Trustpilot influence buyer decisions. We monitor and respond to reviews to address concerns, show accountability, and reinforce trust.

Outsourced social media customer service

By partnering with Simply Contact, you gain access to a team of skilled social media customer service professionals dedicated to delivering prompt, accurate responses that leave a lasting positive impression on your customers. Trusted by industry leaders, government bodies, and non-profit organizations, we provide exceptional service quality, backed by deep expertise and AI-enhanced workflows, setting the standard for industry-leading customer support.

12+

Years of experience

600+

Agents on board

80%+

Customer satisfaction (CSAT)

>90%

Quality assurance (QA)

Benefits of outsourcing social media customer support with Simply Contact

Improved response speed and availability

With over 40% of consumers expecting a response on social media within an hour, fast response times are non-negotiable. Your social media contact center can work 24/7/365, ensuring your brand’s social media channels are always active, even during peak hours.

AI-powered operations

At Simply Contact, we integrate cutting-edge AI tools to ensure efficient social media customer service solutions. By automating routine inquiries, we free up agents to focus on complex issues, resulting in faster resolution times and higher customer satisfaction.

KPI-driven approach

We track and analyze KPIs such as response time, resolution rate, customer satisfaction score, and more. This KPI-driven approach ensures that we’re constantly improving, optimizing operations, and adjusting strategies to deliver exceptional outsourced social media customer service.

Cost-effective social media contact center

We come up with solutions and pricing approaches that ensure a streamlined, efficient service that boosts CSAT while reducing expenses. By integrating AI-driven tools into our strategy, we not only automate routine tasks but also enhance the empathy and personalization in customer interactions.

Multilingual support in 20+ languages

Reach a global audience without language barriers. We offer outsourced social media support in over 20 languages, ensuring that each customer feels understood and valued, no matter where they are.

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?

Witam! W czym mogę pomóc?

Доброго дня! Чим я можу допомогти?

Hallo! Wie kann ich Ihnen helfen?

¡Hola! ¿En qué puedo servirle?

Bonjour! Est-ce que je peux vous aider?

Salve! Come posso aiutarla?

We've got you fully covered

Quality assurance

Regular reporting and analytics

Recruitment

Uninterrupted operations

In-house training center

IT setup and maintenance

We are trusted by

Expertise that spans key industries

SaaS

When usability issues arise, users turn to social media for quick help. We assist SaaS companies by resolving questions fast and keeping users engaged through responsive support.

Fintech, Blockchain & Cryptocurrency

From payment issues to wallet concerns, users expect real-time answers. We help fintech and crypto platforms manage inquiries, explain processes, and build trust in a fast-moving space.

Aviation & Travel

Delays, rebookings, and last-minute changes—travelers need immediate answers. We deliver timely support via social channels to keep passengers informed and reassured.

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.

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.

Healthcare

Timely communication is crucial. We support clinics and health platforms by answering patient queries, coordinating appointments, and clarifying information in a professional, HIPAA-compliant way.

Logistics & Delivery

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

Media & Entertainment

Fans ask, react, and share every second. We help media brands respond to feedback, answer questions, and maintain an active, positive presence online.

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

Why choose us?

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

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

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

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

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

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

Continuous innovation from our in-house R&D team

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

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

PCI DSS

Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

ISO 27701 (PIMS)

Simply Contact’s outsourced social media support is certified under ISO 27701 (PIMS), the international standard for privacy information management. Achieving this certification demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.

HIPAA

HIPAA is a U.S. law that sets strict standards for protecting personal health information (PHI). Simply Contact achieved HIPAA compliance, ensuring the protection of sensitive data and adherence to privacy and security standards in industries such as healthcare, insurance, and health tech.

Reviews

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

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

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

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

Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses.
They are attentive to our requirements and are quick to implement any necessary changes. Their team is not only professional and efficient but also proactive in addressing potential issues.
There is always room for improvement, but we are more than satisfied with the current level of service and support provided by Simply Contact.

Stacey Warder

Head of Support, Ditto Music

Get in touch with us today

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.

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