Social Media Crisis management

Identify, Diffuse, Delight.

How We Assist You in De-escalating A Social Media Crisis

Bad news never gets better with age.

A proactive approach to managing negative social media comments about your business can change the conversation. When you respond in an authentic and genuine way, it can turn a negative into a positive. Consumers often talk about and reflect on how you respond. That can change the perception of your brand and show them you really care about customers.

Our Community Management, Strategy, and Analytics teams have years of experience handling escalations and crisis communications in social media for some of the biggest brands in the world — brands with a lot of eyes watching their every move.

Don’t panic. We Got This.

Whether you need a preemptive crisis and escalation plan, a few days of strategic guidance, or just more eyes on your channels to handle a surge in complaints, we can quickly activate an experienced team to help you get through it all.

As the first and most experienced social media marketing agency in the U.S., we’ve seen a lot. We have a team of experts standing by to help manage negative sentiment whether it’s a handful of unhappy customers or a full-blown crisis.

We practice a proactive approach to dealing with concerns before they turn into serious problems.

Contact Us to Learn More About our Social Media Strategies

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Community Management

Community managers are an extension of your brand to engage customers and help steer the conversation in the right direction

Social Listening

We actively monitor social conversations outside of your owned channels to see what people are saying about your brand and help you take proactive steps to mediate.

In-House Support

We’ll support your in-house team in any way they need: social strategy, content creation, community engagement, and paid content.

Strategy Development

Our strategy team will help you form the right response and create a plan to turn a crisis to your advantage.

Ready to learn more?
Check out our
Capabilities Deck!

Our Process for Social Media Crisis Management

We approach PR crisis mitigation with a three-step approach:

Identify
Social listening and brand auditing help identify negative social comments before they turn into a crisis.

Defuse
We manage negative sentiment to prevent it from escalating.

Delight
We deploy proven strategies to change the narrative to positive.

Why Choose Ignite Social Media as Your Social Media Crisis Management Agency?

We’re Social Only. Social First. Social Partners.

A full-service social media strategy agency, Ignite Social Media creates strategic marketing plans and implements effective social media campaigns to help you manage a crisis. Whether you’re looking for a full-service social media marketing agency or ala carte services to augment your in-house team, you can trust the experts at Ignite Social Media.

Contact Ignite Social Media today and learn more about how social media community management can help mitigate public relations nightmares and you grow your business.

What Our Clients Have to Say

  • The Outer Banks Visitors Bureau has been working with Ignite Social Media for more than two years. They ramped up on our business quickly and internalized what they learned. We’ve benefited immensely from their expertise and the passion they bring to the job. Perhaps most importantly, they’re just good people. I truly do consider Ignite to be a part of our team. I would recommend them without any hesitation.

    The Outer Banks Visitors Bureau

  • The team at Ignite is truly remarkable, which is something not often said about agencies. We work with a fantastic team that is extremely collaborative and consistently brings fresh ideas to the table on how we can continue to spread our mission through social. Not only are their ideas creative and flawlessly executed but they also have a true technical understanding of the various social channels and have become an extension of our brand. They’re truly dedicated to our success.

    American Heart Association, Go Red for Women

  • I can’t imagine a better partner to manage our social media presence than the team at Ignite Social Media. Since they’ve taken over our account our fan base and engagement rates have grown every quarter. They consistently produce high-quality, content that our customers love and do a tremendous job managing our community of fans. The reports I get back are interesting and insightful and their expertise at managing our paid media has allowed us to do more testing and learning than we ever could have on our own. They’re a team that I truly trust to help shepherd us through the ever-changing social media landscape.

    Aaron Kohlhoff, Senior Digital Marketing Manager

  • Ignite Social Media has a vast team of professionals knowledgeable in all areas of social media marketing. They are flexible, transparent, and easy to work with and we have been very pleased with the results of our fall campaign.

    Diane Smith, Executive Director

  • My time working with Ignite was fantastic. They were patient and listened to our organization's specific needs, always were proactive in keeping us updated on things we should know in the industry, and managed our account effectively and efficiently.

    Page Long, Social Media Coordinator

Let’s work together and create something unique

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Ignite Social Media