top of page

Social Messaging Support

Deliver Real-Time Customer Care Across Every Social Channel

Your customers are already reaching out on their favorite social platforms — asking about product details, shipping updates, and promotions. With Magellan Solutions USA’s social messaging support, every message, comment, and DM gets a timely, personalized response.


We help consumer brands transform social conversations into opportunities for engagement, loyalty, and sales. Whether it’s Facebook Messenger, Instagram DMs, X (Twitter), or WhatsApp, our trained social agents keep your audience connected — 24/7.


What Is Social Messaging Support?

Social messaging support is customer service designed for the channels your customers use most. Instead of waiting for an email or navigating a chatbot alone, customers can message your brand directly through familiar platforms — and get instant help from a live or AI-assisted agent.


At Magellan Solutions USA, we integrate all your messaging channels into one seamless system. Our agents monitor, respond, and escalate inquiries efficiently, ensuring every interaction feels personal and on-brand.


Key Features and Capabilities

Omnichannel Integration

Unify your communication channels into one dashboard. We connect Facebook Messenger, Instagram, WhatsApp, X, and other popular apps for consistent, brand-aligned responses across every social platform.


24/7 Social Media Monitoring

Never miss a message again. Our agents monitor your accounts around the clock, managing DMs, mentions, and story replies in real time.


Sales + Support in One

We go beyond answering questions. Our teams assist with product inquiries, guide purchases, and encourage conversions through personalized engagement.


Social Commerce Support

Turn conversations into transactions. We manage “DM to buy” requests, order updates, and customer feedback from within the same thread — boosting both sales and satisfaction.


AI-Assisted Efficiency

Our AI Customer Service Agent integrates seamlessly with human teams to handle FAQs, triage messages, and maintain fast response times. This hybrid model delivers 24/7 responsiveness while keeping a human touch for complex or sensitive interactions.


Escalation and Case Management

We ensure smooth transitions between social conversations and your internal CRM or helpdesk system. Issues that require escalation are logged and transferred without losing context.


Why Outsource Your Social Messaging Support?

Outsourcing gives your team the freedom to focus on what they do best — while we handle the customer conversations that keep your brand active and accessible.


Benefits include:

  • Faster response times and improved engagement metrics

  • Consistent brand voice across every channel

  • Access to trained agents familiar with your tone and policies

  • Integrated AI tools for 24/7 support and message triage

  • Real-time analytics for sentiment tracking and performance insights

  • Scalable support for promotions, holidays, and peak seasons


Why Partner with Magellan Solutions USA

As a U.S.-based, diversity-certified contact center with global reach, Magellan Solutions USA combines advanced technology with a people-first approach. Our teams are experienced in consumer engagement, social commerce, and compliance-driven industries alike.


We tailor each program — whether standalone or part of your full omnichannel strategy — to ensure every message reflects your brand values and service goals.


What sets us apart:

  • U.S.-led operations with multilingual global teams

  • Seamless integration with AI Customer Service Agents

  • Scalable support for campaigns or seasonal peaks

  • Real-time reporting and quality assurance


Start the Conversation

Your customers are already talking to you — make sure someone’s there to answer.

Let Magellan Solutions USA help you deliver faster, friendlier, and more effective customer interactions across every social channel.


Contact us today to build your Social Messaging Support solution:


bottom of page