Social Media Customer Support & Monitoring

Social media customer support and brand monitoring at scale

Always-on social customer care, monitoring, and brand protection.

Social media support and monitoring expertise designed to protect your reputation in public spaces.

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84%
SLA
1M+
Customers supported worldwide
9
Countries of operation

Delivering high quality customer experiences for leading brands

Industries we commonly support

We work with scaling and global brands that need support to grow without losing quality, control, or trust.

Health Tech & Wearables

Smiling man in gym attire with towel around neck sitting on exercise equipment while looking at his smartphone, wearing wireless earbuds.

SaaS & Technology

Man using virtual reality headset at a desk with colleagues in a modern office.

FinTech

Person holding a smartphone displaying 'Payment completed' near a card payment terminal at a store.

Retail & eCommerce

Two people sitting close together browsing a tablet showing a sale up to 80% off on clothing items.

Built for high-visibility brands where reputation, escalation, and real-time response are critical.

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Social media monitoring to protect and strengthen your brand

Global coverage with local support

Teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, Philippines, Colombia, and the US.

Built for complexity

Ideal for technical, regulated, and trust-driven products where quality matters

Universal agent

One agent with multiple skills, for fewer hand-offs, faster resolutions, and a more seamless customer experience.

Remote-first premium talent

Experienced, digitally native agents equipped to handle complex, sensitive, and high-impact interactions

Brand and product immersion

We integrate into your tools, workflows, and culture, from day one.

How social media monitoring works for your business

24/7/365 social monitoring and real-time response

24/7/365 social monitoring and real-time response

Reputation management and sentiment tracking

Reputation management and sentiment tracking

Escalation protocols for high-risk or sensitive issues

Escalation protocols for high-risk or sensitive issues

Community management aligned to brand voice

Community management aligned to brand voice

Global coverage across major social platforms

Global coverage across major social platforms

20+

Over 20 languages spoken by our diverse team

4

Operating in 4 continents around the globe

85%

Staff retention rate in 2025

Our Awards

Our Partners

Frequently asked questions

Still have questions?

Talk to our expert team and explore how Otonomee can support your growth.

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Do you provide proactive social media monitoring?

Yes. We deliver 24/7/365 social monitoring and real-time response across major platforms.

How do you manage brand reputation risks?

We operate structured escalation protocols and sentiment tracking to identify and manage high-risk or sensitive interactions quickly.

Do you handle community management as well as support?

Yes. Our teams provide both customer support and community engagement aligned to your brand tone and guidelines.

How do you escalate sensitive or viral incidents?

We implement defined escalation workflows that ensure rapid internal alignment and controlled public responses.

Can you support global social audiences?

Yes. We offer multilingual support across global markets, aligned to local expectations.

How do you ensure compliance and data protection in social channels?

We align with internationally recognised standards, including ISO/IEC 27001, PCI DSS, HIPAA, and GDPR. Our infrastructure, processes, and team training are built to protect sensitive customer and client data at all times.

Get in touch with our team

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Partner with a CX specialist

Share your social media challenges and goals, and we'll design an outsourcing solution that improves performance, delight, and efficiency across your operations.

Why partner with us?

  • Real-time social monitoring & response: We identify and respond to mentions, feedback and emerging trends before they escalate.
  • Social media customer support: Our agents engage authentically with your community, ensuring every customer feels heard and valued.
  • Proactive reputation management: We don't just monitor conversations, we help shape them.
  • Business analysis & continuous improvement: We analyse sentiment, trends and impact to help you shape future strategy and product development.