Responsive and human social engagement at scale

7 out of 10 customers are likely to churn if they don’t receive a consistent customer experience across all your channels. Social has become a preferred channel for customers to voice their concerns and frustrations to brands. It is therefore critical that brands provide a ubiquitous customer experience on social.

Our team will work within Social Studio Engage to tag, reply to, escalate or close Social Posts as they come through on your social pages, and through social listening.

AFD Social Studio Engage Accelerator Package


Respond in less than 60 minutes

Operate your social channels with the same SLAs of a voice contact center. Customers expect a response on social within 60 minutes.

Intelligent Social Case and Lead Creation

Create Social Cases or Leads automatically in Salesforce CRM from Social based on social listening keywords.

Social Engagement Playbook

Build a Social Engagement Playbook to ensure your social teams have a clearly templated process to follow with strict governance.

Quality Assurance

Empower Engagement Specialists to respond directly to customers without approval, therefore constant training and regular QA is key.


Tagging and Replying
Engagement Reporting
Quality Assurance


Below is a recommended basic package, but we can also tailor a specific package depending on your business needs.


  • Kick-off & Discovery Meeting
  • Engagement Playbook
  • 12 Month Social Roadmap

Account Management

  • Monthly Meeting
  • Engagement Reporting
  • Quarterly Social Review


  • Up to 50x Interactions per day
  • Tagging and replying to inbound posts
  • Proactive engagement with brand and industry mentions

Have one of our friendly staff contact you back with relevant information and pricing.

What you can expect

  1. Complete the questionnaire and checklist tasks
  2. Attend a Kick-Off and Discovery meeting
  3. We will prepare the Engagement Playbook for how we will work together
  4. Attend a Playbook Walkthrough call to validate the final Playbook
  5. Kick-off the monthly service
  6. Attend a Quarterly Social Review meeting to discuss opportunities to improve configuration, adoption and use of the platforms
What can you expect from AFDigital


Some of our amazing clients we have helped build smarter customer journeys with.


Have one of our friendly staff contact you back with relevant information and pricing.