Your brand is being talked about. Answer well.
Invicta runs on-brand social response and community care — replying, resolving, and engaging across every channel, in public and in DMs, fast enough to protect your reputation.
Social is support that everyone can see
A reply on social isn't just to one customer — it's a public statement about your brand.
Customers increasingly reach out — and vent — on social. Every public reply, or lack of one, shapes how thousands of onlookers perceive you.
We run social support with specialists trained in your voice and escalation rules, responding fast in public and in DMs, resolving issues, and engaging your community with genuine care.
The result is protected reputation, faster resolution where it's most visible, and a community that feels heard.
Why social support is hard
It's public, fast, and unforgiving.
Everything is public
A slow or tone-deaf reply is visible to everyone and screenshots forever.
Speed expectations are brutal
On social, hours feel like days; silence during a flare-up amplifies it.
Channels and formats multiply
Comments, DMs, mentions, reviews — across several platforms — fragment attention.
Crises escalate fast
A single issue can snowball into a pile-on before an unstaffed team even notices.
On-brand, fast, and watchful
Specialists who protect and grow your reputation.
Your voice, in public
Trained agents reply in your brand tone, so public responses build rather than dent trust.
Fast where it's visible
Rapid response to comments, mentions, and DMs keeps issues from festering in the open.
Engagement, not just tickets
We nurture community, not only resolve complaints — turning followers into advocates.
Crisis-aware monitoring
Spikes and sensitive issues are flagged and escalated before they snowball.
How social gets handled
From mention to resolved — in public and in DMs.
- 01
Monitor & triage
Comments, mentions, DMs, and reviews across platforms are watched and prioritised.
- 02
Respond on-brand
Agents reply publicly or privately in your voice, fast and appropriately.
- 03
Resolve or route
Issues are resolved directly or moved to DM and the right team, out of the public eye where needed.
- 04
Escalate flare-ups
Sensitive issues and volume spikes are flagged and escalated immediately.
- 05
Report the signal
Sentiment and themes feed insight back to your brand and product teams.
We work in your social stack
Our specialists operate in your social and care tools.
Social management
- Sprout Social
- Hootsuite
- Native platform tools
Care & helpdesk
- Zendesk
- Salesforce Social
- Intercom
Listening
- Social listening
- Sentiment monitoring
- Alerting
Knowledge base
- Brand voice guide
- Response playbooks
- Guru / Notion
Analytics & QA
- Response time
- Sentiment
- Engagement & resolution
What you get
Reputation protected, community grown.
Protected reputation
Fast, on-brand public replies build trust with every onlooker.
Faster resolution
Issues handled before they escalate in the open.
A stronger community
Engagement that turns followers into advocates.
Early-warning insight
Sentiment and crises spotted before they spread.
On social, how you reply to one customer is a message to all of them.
Support, in public
Where this service delivers
Wherever brand lives in public.
Targets we hold ourselves to
Commitments behind every social-support engagement.
Frequently asked
Pairs well with
Capabilities teams deploy alongside social support.
Answer well, in front of everyone.
Let's run the social layer behind your brand — starting with a conversation, not a contract.