Social Media Management
Social media community management services for Australian businesses that want every comment, review and message answered well, day after day.
Community management
Rock Solid Marketing provides social media community management services for businesses across Australia, from our office in Mildura. We reply to comments, messages and reviews in your voice, hide the spam, and pass anything sensitive to you before it becomes a problem.
Posting is only half of social media. The other half happens underneath: the customer asking about opening hours at 9pm, the complaint that needs a calm reply, the scam link in your comments. Left alone, those moments cost you customers. Answered well, they win them, in public, where everyone else can see.
Community management sits on top of our social media plans, which start from $1,500 + GST a month. It's priced to the volume of comments and messages you get. If a daily check by your own staff and a set of saved replies would do, we'll tell you before we quote.
9+
Years serving Sunraysia and the Mallee
10+
Years’ minimum experience for every specialist
10
Marketing specialists on your team
6
Core digital channels, one joined-up strategy
What we look after
Replies, moderation, reviews and the notes that tell you what customers keep asking: the daily work that turns attention into trust.
We write a short voice guide with you, plus saved answers for the questions you get every week. Comments and messages are answered during business hours, in words that sound like you.
Scam links, fake giveaways, abuse and spam are hidden or removed under your moderation rules and each platform's own tools. Fair criticism stays up and gets a proper answer.
You decide what comes to you: complaints, refunds, media questions and anything legal. We flag those straight away with a suggested reply, and never argue with a customer in public.
Reviews on your Google Business Profile get replies as well, so happy customers feel thanked and unhappy ones see you listening. No incentives for reviews and no review gating.
Each month you see the questions, complaints and compliments that came up most, so you can fix the website page, the product or the process behind them.
Sales, launches, events and holidays bring more comments. We plan cover for those weeks in advance, so replies don't slow down when the most people are watching.
Your specialists
Janine GowenlockRegional DirectorMildura VIC
Ami HeathMarketing LeadWollongong NSWHow it works
Plan, create, approve, publish and report, every month.
A free 30-minute call to choose your platforms and the plan that suits your goals.
Competitor research and a content plan built around your goals, from brand awareness to enquiries.
Posts, carousels, stories and reels made for your brand. You approve them on our scheduling platform, with one round of changes.
We schedule and post, then meet with you monthly to go through the reporting dashboard and what to change.
How it starts
We start with a look at your pages: how many comments, messages and reviews arrive each week, how fast they're answered now, and which questions keep coming back. Then we agree a voice guide, saved replies for common questions and the rules for what gets hidden, answered or sent to you.
You approve the voice guide and the escalation rules before we start. After that, we reply during business hours and report each month on volumes, response times and the themes customers raised.
Every reply is a public answer.
What's included
Community management is priced to the job, based on your comment and message volume, and added to a social media plan. Work beyond a package is $175 + GST an hour.
Social media plans
Every plan includes a briefing session, scheduling with your approval, a reporting dashboard and a monthly results meeting.
Starter
From
$1,500+ GST a month
Ideal for new, early-stage, or small businesses seeking professional social media content on a single network.
Enquire NowStandard
From
$2,000+ GST a month
Perfect for established organisations with audiences on multiple platforms, locations or product ranges.
Enquire NowAdvanced
From
$2,800+ GST a month
Ideal for well-established businesses with a substantial budget looking to deploy ads across up to three platforms.
Enquire NowOur work
Mildura VICRock Solid Marketing refreshed the image of the Mildura Workers Club with digital marketing, creative promotions and consistent branding, lifting event attendance and interest from younger audiences and families.
Strong uplift in event attendance and social engagement
Mildura VICRock Solid Marketing ran social media and creative for Sunraysia Farmers Market in Mildura, with reels, photo stories and seasonal campaigns that helped increase event attendance and early-morning foot traffic.
Increased event attendance and early-morning foot traffic
Wilcannia NSWRock Solid Marketing designed the logo and website for Warrawong on the Darling, an outback caravan park and cabin stay on the Darling River near Wilcannia NSW, and has run its SEO and social media since 2021.
Broken Hill NSWRock Solid Marketing managed social media and local promotion for Broken Hill Truck Centre, supporting sales, parts and servicing promotions with a consistent brand across its three locations.
Strengthened brand consistency across three locations
The Mildura Workers has engaged Janine and the Team at Rock Solid to assist with our social media presence. We are delighted with the level of customer service and professionalism they have provided us. I would highly recommend Rock Solid to any business who is looking to get an edge in the digital space.
Resources
Likes, followers, comments – which of these are most important when it comes to social media? Truthfully, it’s not about getting the most of any of these. In social media, like in many other things in digital marketing, what matters most is quality. And the best quality determinant in the social media world is engagement.
Online reviews can make a big difference to your business. In some instances they can make or break a business. Good reviews can improve the chances of people finding and choosing your product or service over another online. It’s not just restaurants and hotels that need to be concerned about online reviews. Nowadays online customer
Social media can feel like both your best friend and your biggest headache. On one hand, it’s free marketing! An instant connection to your customers, and a way to show off your personality. On the other… it’s an endless treadmill of trends, algorithms, and “shoulds” that can leave you burnt out without much to show
FAQ
Can’t find what you’re after? Call us on 1800 842 022 or browse every answer on our FAQ page.
All FAQsCommunity management is priced to the job. A cafe with a few comments a day needs far less time than a retailer running a giveaway. It's added to a social media plan, which starts from $1,500 + GST a month for one platform. Work beyond a package is $175 + GST an hour, and you get a fixed monthly quote first.
It's looking after the people who talk to your business on social media. That means replying to comments and messages, answering reviews, hiding spam and abuse, and passing serious issues to the right person. Posting gets attention, while community management turns that attention into trust and enquiries.
Posting is broadcasting: you decide what to say and when. Community management is conversation: you respond to what other people say, often within hours. Many businesses get posting sorted and leave the comments to whoever has a spare minute, which is where customers get missed.
On a typical day, they check every channel at set times, answer comments and messages, reply to new reviews and hide spam. They also flag complaints to the business owner with a suggested reply. At the end of the month, they report on volumes, response times and the themes customers raised.
Set three things first: your voice, your response time and your escalation rules. Then check every channel at set times each day, answer the easy questions with saved replies and handle the hard ones personally. Each month, review the themes that came up and fix the causes behind them.
Reply quickly and in the same voice every time. Answer complaints publicly first, then move the detail to a private message. Leave fair criticism up, and remove only spam, abuse and anything defamatory. Thank people who praise you, and keep a log of repeat questions so the website can answer them.
Possibly. In 2021 the High Court of Australia found that media companies were publishers of third-party comments on their Facebook pages (Fairfax Media Publications v Voller). That's why we moderate defamatory and abusive comments promptly and escalate anything risky to you. This isn't legal advice, so ask your lawyer about your situation.
Most small and mid-sized businesses don't need a full-time hire. Outsourcing works well when you set clear escalation rules and someone on your team answers the questions only you can. If you get a few comments a week, a daily check by your own staff may be enough, and we'll say so.
Let’s start by scheduling a free discovery call so we can get to know each other and see if we’re a good fit for your marketing needs.
