Community Management Agency in Amman, Jordan

Community management is the work of answering and managing every conversation people have with your brand on social media: comments, direct messages, WhatsApp chats and reviews. It includes replying in your brand voice, moderating spam and abuse, escalating complaints to the right person, turning buying questions into leads, and reporting what your audience is saying.

Social media management is about running your accounts: planning the calendar, designing posts, writing captions and publishing. Community management starts after the post goes live and covers the conversations it creates. Many clients take both, so the same team that plans the content also hears what people say about it.

Instagram, Facebook (including Messenger), WhatsApp Business and TikTok, plus reviews on Google Maps and Facebook. If you are active on LinkedIn or Snapchat, we can include their comments and messages in the plan as well.

Yes. Our team in Amman writes native Arabic, in Jordanian dialect or Modern Standard Arabic depending on your brand, and natural English. Both follow the same voice guide, so customers get the same personality and the same promises in either language.

We agree first-reply targets per message type before going live. Complaints and buying questions are top priority, general questions come next, and compliments and reviews follow. Targets apply inside your coverage hours and we report against them every week, so you always know whether the promise was kept.

Yes, depending on your plan. Retail, restaurants and ecommerce usually choose extended cover that includes weekends and evenings. During Ramadan we shift cover toward the evening and after iftar, when most people are online in Jordan and the Gulf.

Every complaint follows your escalation map: we apologise, collect the details and pass the case to the person who can decide. For anything that could become a PR issue, the crisis playbook starts: scheduled posts are paused, an approved holding statement goes out and your owner and account lead agree on one clear response.

No. Genuine criticism and negative reviews stay visible and get a calm, helpful reply, because deleting them usually makes things worse. We only remove content that breaks your house rules, such as scams, hate speech, harassment, explicit content or impersonation.

Yes. We spot buying intent, ask the few questions your sales team needs, tag the conversation and hand it to whoever closes orders, whether that is a WhatsApp number, a store link or a sales person. We track how many lead conversations we passed on and ask your team to confirm the orders that came from them.

Through role-based access in Meta Business Suite, WhatsApp Business and each platform's own team tools, never by sharing your personal passwords. You stay the owner of every account and can remove our access at any time.

Yes. Comments on boosted posts and ads are part of the inbox, and they often carry the strongest buying intent. Running the ads themselves is a separate service, Social Media Ads, which pairs well with community management.

Access to your accounts, your product and price information, your policies for delivery, returns and refunds, and one named contact for decisions. We take care of the voice guide, saved replies, house rules and playbook, and you approve them before we go live.